SUMIT BATRAMobile: 9711338008E- Mail: sumitbatra8@gmail.com

In pursuit of challenging and enriching middle managerial assignments in Operations Management/ Transition Management with an organization of high

repute

PROFILE SUMMARY:

A result oriented professional with 6.5 years of experience in:~ Operations Management ~ Compliance Management ~ Transition Management~ Process Enhancement ~ SLA Adherence ~Client Relationship Management ~ Training ~ Documentation ~ Team Management

Skilled in updating the billing information for all working team members and raising invoice to the client including over-time hours and adjusting for misses in SLA (if any) while simultaneously standardizing reports for customer

Track record of appraising team members on a quarterly basis while providing necessary coaching and conducting monthly 1 over 1 discussion

Adept in managing queries, escalation of the team members and ensuring that all SOP’s are updated with new updates, shared and implemented in the team

Instrumental in removing unnecessary procedures in processes while ensuring uniformity in the process occurring at the client’s and the organization’s end

An effective communicator & negotiator with strong analytical, problem solving and organizational abilities

PROFICIENCY FORTE’

Monitoring overall functioning of the processes ensuring compliance to the agreed SLA levels.

Managed multiple US Mortgage processes like : Forward Mortgage , Servicing – Default Mortgage , Tax Servicing , 1st Legal ,

SCRA , Loan Modification Reverse Mortgage – Initial & Supplement Claims , Supplement Reconciliation

Accountable for E-Sat , C-Sat, P&L , Business Impact & turnover of the process.

WORK EXPERIENCE:

EXL SERVICES – SINCE APR’11( Lead Assistant Manager)

GROWTH PATH: Apr’11 – Jan’13 Process Associate Feb’13 - Dec’15 Assistant Manager Jan’16 – Till Date Lead Assistant Manager

Key Deliverables:

As Lead Assistant Manager:

Managing Banking & Financial Services operations for US Mortgage Company with a span of approx. 80 FTE’s. 

Managing 2 Assistant Managers and 2 SME and developing them to achieve business objectives.

Daily/weekly/monthly Governance calls to discuss process performance, challenges and issues. Actively involved in formalizing plan around meeting and exceeding Budgeted revenues and

Gross Margins.

Generating various reports/presentations as per client requirements with an in-depth analysis of the data.

Optimizing Manpower Efficiency Index (MEI), Performance Efficiency Index (PEI), & Cost Per Unit (CPU).

Determining operational strategies by conducting need assessments, performance reviews, capacity planning & cost benefit analysis.

Implementing process improvement initiatives and projects. Create a positive working environment & driving employee engagement initiatives. Providing prompt and accurate information on individual performance. Planning and facilitating various people engagement activities to ensure employee motivation

and low turnover.

As Assistant Manager:

Managed 2 data processes with approx. strength of 30 headcount. Monitoring overall functioning of processes, identifying improvement areas and implementing

adequate measures to maximize customer satisfaction level. Conducting conference call with internal stakeholders and client for sharing the updates,

process improvement, and feedbacks. Reporting on productive hours, forecasting, absenteeism, adherence and other operational

matrices on daily, weekly monthly level. Sharing the monthly ratings with the associates and conducting 1:1’s for their yearly appraisals. Identifying the potential candidates and providing them the opportunity for career

development. Identifying the potential attrite and taking necessary actions to stop attrition. Also, coordinating

with the HR for staffing needs. Driving C-SAT and SLA for the process. Monitoring the individual performance metrics and providing timely feedback. Conducting Team meeting on Monthly Basis to discuss about Team Performance. Ensuring the training requirements of the Team are identified and met. Single point of contact for 1st level escalations from the customer. Quarterly presentations to the Management Team about the Team Performance. Assessing the client feedback, evaluating areas of improvements & providing critical feedback

to the associates on improvements and achieving higher client satisfaction matrices. Encourage and implement continuous improvement measures on day-to-day basis within area of

responsibility. Monitor recognition and reward for the team. Understanding the difficulties of the process, educating the client and the agent on the

conference calls to have a better understanding to handle customer query.

As Process Associate : Researching on various mortgage loan accounts through internal and external systems. Supporting team by doing quality check for the loans processed by the other team members. Preparing monthly reports and sending them to higher management. Develop and maintain the documentation to support the team and business. Provide training to new hires about process. Creating & implementing workflows to facilitate structured support in all areas and issues.

Key Projects Undertaken:-Title: Error rate improvement as a member of Black Belt Project by making changes in flow chart of our process to increase the quality of our work.

Description: In this project, error rate was improved from 23 % to less than 5 %.

KOTAK DIRECT – OCT’09 – JUL’10 (TELE RELATIONSHIP OFFICER)

Key Deliverables:

Successfully carrying out the Financial Planning of Wealth Customers. Working on building relations with HNI Customers.

Accountable for managing activities related to Regular Market updating and reviewing of Clients Portfolio.

Guide customers and advise them on day to day basis for all their financial needs. Transmitting Research Reports to the customers. Maintaining the co-ordination with Central Team for any services, inputs, etc. Serving as the single point of contact for all HNI clients’ Portfolio Management. Responsible for Sourcing NCA (New Customer Acquisition) wealth accounts both saving as well

as current accounts for strengthening Book Size of Bank.

.ACADEMIC CREDENTIALS: B.B.A from Jamia Hamdard University , Delhi with 64.90%, H.S.C from CBSE board with 62% S.S.C from CBSE board with 52%

PERSONAL DOSSIER: Date of Birth : 18TH June 1989 Permanent Address : C-89, Vandana Vihar , Nangloi, Delhi-110041 Linguistic Fluency : Hindi, English.

DATE: SUMIT BATRA