Senior Operations Manager at Wipro Resume Sample (Text version)
Email address: email@example.com
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%
Operations Soft Skills
Client & Communication
Training & Development
Budgeting & Billing
PeopleSoft & HR Tools
Microsoft Office etc...
Doc. Review & 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
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
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
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%