BHUPENDER SINGH
Plano,TX
Summary
Service Delivery Head – Associate Vice President Service Deliver Head ~ Business Operations ~ P&L Management ~ Project Management ~ Client Relationship ~ Business Process Transformation ~ Sales/Pre Sales Preferably in US Mortgage/ BFS Sector NMLS SAFE ACT licensed individually for 19 states (NMLS ID # 176904).
Overview
19
19
years of professional experience
Work History
Service Delivery Head – Associate Vice President
MPHASIS DIGITAL RISK
- Current
- Service Delivery head for a team of 370 + Team Members across 2 sites (Chennai & Pune, INDIA) executing End-to-End loan processing, underwriting, closing, credit risk, pre-purchase review, Post Close QC review, Investor Liaison for retail and correspondent channels of origination
- Currently Managing 3 Clients with multiple lines of business for Mphasis Digital Risk as the Service Delivery Manager & Branch Head
- Responsible for P&L, People Management, revenue growth, people goals, Compliance & state audits, production Targets, Internal QC, NPS score as proposed by the management/client
- Responsible for transitions, budgets, costs, cost to serve, process design and P&L management for the BU
- Analysing volume and business trends, volume forecasting and planning for effective resource / capacity utilization
- Involved in designing solution for new deals and opportunities including seeding new businesses from the existing capabilities
- Responsible for Recruitment, Re-skilling, Retention of human capital, contingency planning including succession planning for self/team
- Serve as a point of escalation for the client and business leaders
- Ensure high-quality customer experience, enhanced customer satisfaction as well as adhere to the SLA & work processes
- Adhere strictly to compliance and operational risk controls in accordance with the company’s regulatory standards
- Prepare, compile and present various operational report to Management Team pertaining to staffing, operation and productivity matrix
Business Director/Branch Manager - Mortgage Services
Sutherland Global Services
- Service Delivery head for a team of 135 + FTEs across 2 sites (Mumbai & Cochin)
- Managing unit of Loan Processors & Loan Co-ordinators for End to end Origination success driven LOB is with complete floor support and client interaction
- Managing unit of underwriters & Processors for End to end Origination success driven LOB is with complete floor support and client interaction
- Serve as a point of escalation and serve as subject matter expert, a mentor for the team
- Responsible for P&L, revenue growth, people goals, Compliance & state audits, production Targets, Internal QC, NPS score as proposed by the management
- Ensure high-quality customer experience, enhanced customer satisfaction as well as adhere to the SLA & work processes
- Adhere strictly to compliance and operational risk controls in accordance with the company’s regulatory standards
- Prepare, compile and present various operational report to Management Team pertaining to staffing, operation and productivity matrix
- Directly trained Underwriters for Post-Audit and Pre-underwriting process
- Undertook off Site Underwriter’s certification assignment
- Designed and implemented training plan, manuals, and assessment procedures for underwriting Unit
- Developed, compiled & effectively presented numerous weekly/ monthly reports pertaining to staffing needs, process capability and productivity
- Gained sound understanding of end-to-end Mortgage Life Cycle from point of sale to funding with expertise domain knowledge in Origination and underwriting.
Operations Manager
Israil Enterprises
10.2008 - 10.2009
Mortgage Consultant
Adventity Global Services Pvt Ltd
03.2008 - 09.2008
Technical Support Associate
Honeywell International India Pvt Ltd
08.2007 - 01.2008
Senior Technical Support Associate
Accenture Services Pvt Ltd
05.2006 - 12.2006
Senior Centre Executive
Adventity India Pvt. Ltd
11.2004 - 12.2005
Education
MBA - Finance -
ITM University
Kharghar, Navi MumbaiBachelor in Physics -
Mumbai University
Churchgate, MumbaiSkills
- Operations Management
- Process Management
- People Management
- Client Management
- SLA Management
- Team Management
- Underwriting
- Audit and Compliance
- Credit Analysis
Personal Information
- Date of Birth: 08/01/85
- Visa Status: Employment Authorization until 01/16/2029 with pending I-485(Non Sponsorship required).
Hobbies and Interests
- Playing table tennis
- Cricket
- Football
References
Available at request
Timeline
Operations Manager
Israil Enterprises
10.2008 - 10.2009
Mortgage Consultant
Adventity Global Services Pvt Ltd
03.2008 - 09.2008
Technical Support Associate
Honeywell International India Pvt Ltd
08.2007 - 01.2008
Senior Technical Support Associate
Accenture Services Pvt Ltd
05.2006 - 12.2006
Senior Centre Executive
Adventity India Pvt. Ltd
11.2004 - 12.2005
Service Delivery Head – Associate Vice President
MPHASIS DIGITAL RISK
- Current
Business Director/Branch Manager - Mortgage Services
Sutherland Global Services
MBA - Finance -
ITM University
Bachelor in Physics -
Mumbai University
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