Senior Operations Manager at Wipro Resume Sample

Hired by: Wipro

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Senior Operations Manager at Wipro Resume Sample (Full Text Version)

Adrien Wall

Email address:
Phone number: 555-555-5555

What I Will Bring

Senior Manager Operations

Six Sigma Lean & Green Belt Certified

A performance driven Operations & People champion with growing leadership skills, Domain expertise, Projects and Record of achievements in running businesses smoothly & Cost effectively

Top Achievements - FY 2019 YTD

Revenue | New Business | FTE saved | Attrition %

+ 8.31% | 1 | 10 | ~7%

Top Achievements - FY 2018

Revenue | New Business | NPS | Attrition %

+ 5.66% | 1 | 7 | ~13%

Skills Gained

Operations Soft Skills
Growing Leader
Business Acumen
People Management
Service Delivery
Client & Communication
Project Management
Training & Development
Decision Making
Budgeting & Billing
PeopleSoft & HR Tools
Microsoft Office etc...
Domain Expertise
Commercial Lending
Loan Originations
Doc. Review & Servicing
Loan Syndication
Loan Administration
Default Underwriting
Mortgage Foreclosure
Mortgage Lending
Mortgage Servicing

Work History - 12.5 years

07/2017 - present, Senior Manager Operations, Rapid Mile Business Solutions Private Limited, Gurgaon, India

Team Size: 146 FTE`s (6 teams)

Shop: Commercial Loan Origination|Lending & Servicing

Leading & Executing the Service delivery, Progressed in NPS from 5 to 7. Successfully transitioned & signed off on 2 new businesses of 31 FTE`s in 2018 & 2019 & increased the company revenue by 12.84%.

Achieved 1.13% of revenue growth in the ongoing business through MSA finalizing, Streamlining of SOP & Service agreement etc..

Improved quality scores from`89% to >95%. Reduction in attrition from `21% to <10%

Created strong connect & trust with the Client & delivering business with zero surprises

05/2015 - 08/2017, Operations Manager, Genpact India Private Limited, Jaipur, India

Team Size: 85 FTE`s (5 teams)

Shop: Commercial and Mortgage Loans - Origination & Servicing

Streamlined & Executed daily operations & Delivery. Delivered projects like saving 21 FTE`s cost, Reduction in Exception rate from `17% to < 10% etc...

Up Skilled & coached FLM`s & respective team on challenges to ensure unaffected service delivery.

Achieved 8 points in the NPS, raised a new milestone in quality & productivity, Reduced & sustained attrition level < 12% & Awarded as a "People Champion"

06/2013 - 10/2014, Team Leader, Altisource Business Solutions Private Limited, Mumbai, India

Team Size: 33 FTE`s (2 teams)

Shop: Title Search Services - Foreclosure|Default Loan Underwriting

Started with new project with 44 FTE`s and reached to 110 + in an year. Did knowledge transfer & complete business setup including UAT of application, Floor & system setup, Hiring, Training, New hire integration, Mentoring etc...

Later managed direct 33 reportees and their performances.

Created a in house team of trained searchers and saved 2-3 days TAT & Searches cost to company and Increased the productivity by ~10%

03/2012 - 04/2013, Process Supervisor, Deutsche Bank Operations International, Jaipur, India

Team Size: 27 FTE`s (Jaipur & Bangalore)

Shop: Loan Operations - Set up|Lending & Syndication

Transitioned 32k loans from ABN AMRO. Did UAT of application & other system, Hiring, Training, Workflow management, Mentoring, Performance management, Reporting, etc...

Completed a Kaizen project in automating & standardize the Global Workflow process

04/2008 - 03/2012, Senior Team Member, Bank of America, Gurgaon, India

Processed Loan syndication | Loan servicing | Doc. Review | Loan booking & Administration and grown to QA & SME role

12/2006 - 04/2008, Executive, Ge Money, Gurgaon, India

Credit Cards queries & escalation handling


Bachelor of Commerce, Delhi University, New Delhi, India

Certified Projects

RPA In Progress***

Green Belt - Re-engineering in lending process - Reduction in exceptions (~17% to ~8%)

Kaizen - Time reduction in workflow process - Standardized & Automated process

Yellow Belt - Ready Reckoner for query resolution - Increased quality & productivity

Yellow Belt - Productive Utilization Tool - Converted Non-Productive hours to Productive

5`s Lean - Standardization of Share Drive - Load reduced from ~29gb to <7gb

Awards Journey

People Champion Trophy - Attrition Reduced from 17% to <9% FY 2016, Genpact
Annual Silver -People & Operations Excellence, Genpact
Kaizen - Global Workflow Standardization, Deutsche Bank
Gold - SOP Streamlining & Yellow Belt, Bank of America
Silver - Setting higher standards in CTP & CTQ, Bank of America
Bronze - QC`d 601 cases with 99.71% accuracy & QA Streamlining, Bank Of America

Other Certifications

09/2016, Lean & Strategic Thinker, Genpact
09/2015, Banking Domain, Genpact
07/2015, Hiring & Training Expert, Genpact
08/2011, Credit Lending Expert, Bank Of America

Last But Not least

Next Job Stability 5+ years - 100%
Smart Work - 95%
People Coach - 100%
Work & Personal Life Balancing - 80%
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