Debarsree Bhuyan
Pineville,NC
Summary
Accomplished Manager with a proven track record at Indecomm Global Services, adept in project management and operations management. Skilled in driving business growth, enhancing operational efficiency by over 20%, and fostering strong stakeholder relationships. Expert in strategic planning and coaching, with a knack for developing high-performing teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager
Indecomm Global Services
07.2017 - Current
- U.S Mortgage Operations- Loan Origination: -Pre - Processing, Closing, Disclosure Management, New Loan Setup, Pre- Funding Underwriting Audits, Post- Funding Underwriting Audits, Tax Certs, CD Preparation, & Pre-Purchase Review
- Post-Closing Quality Control Audits
- Manage the day to day operations of the mortgage vertical
- Daily Operations Management
- Manage, direct, and implement operation strategies and objectives to ensure the timely client deliverables
- Progress Tracking of weekly, monthly, quarterly and annual objectives of Quality and Volume
- Hire, train and develop staff members to ensure achievement of all operational and revenue standards
- Perform ongoing performance assessments with appropriate follow-up, on all direct reports
- Monitoring and maintenance of agreed upon Client SLA
- Evaluate employee performance and identify hiring and training needs
- Stakeholder Management - Internal &External
- Forecast requirements; preparation of an annual budget process profitability
- Analyze process workflow, employee, implement changes
- Budgeting, Reporting, Planning and auditing
- Recruitment planning and staffing
- Staff Management
- Responsible for service delivery at optimum levels
- Ensure that Internal Controls are in accordance to client standards
- India Operational Management
- Performance Management Goals - 220 FTE
- Revenue goals- Ensure that allocated revenue is realized in terms of FTE realization and departmental wealth
- Cost Goals- Rationalize Direct and Indirect costs
- Operational Deliverables
- Integration of sound principles of Quality across Organization
- Business Continuity Goals
- Risk Management - Ensure effective controls for risk mitigation
- Training Goals- Effective learning methodology implementation b) Transition Management
- Map and foresee seamless transition of various process according to client requirements
- Determine pricing models which suits both Internal and Organizational goals
- Suitable methods of knowledge transfer
- Hiring according to skill set requirements and ensure service delivery according to Protocols
- Ensure service transition is planned and executed to schedule, budget and scope
- Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production
- This includes operational readiness, support documentation and acceptance checklists
- Liaise with business and IT partners on release scheduling and communication of progress
- Contribute to business case and ROI estimates
Support Manager
Envoy Mortgage
12.2016 - 07.2017
- Fortify smooth functioning of Operational deliverables using proven methods of technology and leadership to streamline operations, successfully decrease costs and increase productivity
- Process optimization to understand areas of improvement and the creation of a knowledgeable team and realizing organizational goals
- Essential Functions
- Performance management for a team of 65 people
- Strategic planning to increase revenue and contemplate future projections
- Monitor employee productivity and optimize procedures to reduce cost
- Attrition Management
- Cost Management
- Stakeholder Management
- Determine effective pricing models
- Timely delivery of agreed SLA
- Generate revenue by coaching staff on effective prospecting and lead development strategies
- Risk framework of Quality and improve methods of delivery
- Identify significant risks and controls at input, process and output levels
- Develop strategies that align with and support the realization of the corporate Values
- Integrate Lean Six Sigma Methodology supports realization of this vision
- Responsible for developing effective training programmes to enhance or address any Quality drops
- Business Continuity and Disaster Management
Assistant Manager
Ernst & Young
02.2016 - 12.2016
- Ensure smooth functioning of Operational deliverables and a primary interface between onshore and offshore leadership
- Work with the onshore leadership enabling them to understand the value proposition, strategic and operational benefits of offshoring
- Responsible in co-developing strategy for enhanced offshore adoption
- Develop delivery models for increased penetration in regions thus introducing new areas of work and capabilities
- Essential Functions
- Performance management for a team of 50 people and indirect reportees of 45 across locations
- Workforce Management and allocation
- Stake holder Management to understand the needs and develop business models to meet requirements
- Foster, develop and maintain positive relationship with business partners, sponsors and internal/external stakeholders by strong understanding of their evolving needs expectations, perceptions and key business imperatives
- Define specific, targeted and individualized account management plans to manage and maneuver a customer relationship and customer perceptions
- Leading end-to-end client accountability on POCs and during transition lifecycle, involved in regular interactions with prospective clients in the form of workshops and meetings
- Understand client / business requirements and liaise with the internal functional / delivery units to provide seamless support
- Manage stakeholder expectations and communication (internal & external)
- Drive and project manage initiatives and ensure the business objectives of the function is met
- Effectively managing escalations and taking proactive measures to mitigate the same
- Ability to design, implement and present business and performance dashboards
- Identify the business risks associated with the overall operations of the service function and to suggest the mitigation plans
- Assist engagements with engagement economics
- Devise strategies to increase penetration both in Americas and EMEIA
- Financial year planning and strategies to increase booking hours
- Performance appraisal
- Attrition management
- Analyze and report on data obtained from multiple sources and to make recommendations to the leadership - highlighting impact / change
- Responsible to work within a matrix environment - where a 'one size fits all' may not be sufficient
- Proactively anticipates problems before they occur
- Define the problem and identify the possible causes
- Work with team members to evaluate possible solutions and outline action plan
- Adapt to constantly changing work requirements while assimilating new information, analyzing it, and effectively applying it
Team Lead
Indecomm Global Services
12.2010 - 02.2016
- Company Overview: Bangalore
- Mortgage underwriting & Title Solutions, Analysis of borrower's capacity, character, collateral and capital
- Income calculation for salaried - Pay stubs, W2's, Tax Returns(1040's)
- Appraisal Evaluation: Understand the feasibility of the property in the specific market zone and whether the property value is justified
- Assets Determination- IRA, 401k, bank statements, VOD, Gift Equity
- Credit Report Evaluation: Evaluate credit report and alerts
- Income calculation for self-employed- Analysis of tax returns -1040's other schedules of C, Partnership Income, S- Corp, Schedule K-1
- Asset calculation- Ensuring assets available both for reserves and cash to close
- Evaluation of closing documents
- RESPA tolerance in accordance to regulations
- Diligence audit of the entire loan file to understand and remove factors affecting the salability of the loan
- HUD review and evaluation of fees
- Overview of Title Solutions: Understand the tax requirements according to County and state requirements
- Preparation of Tax certificate according to the predetermined criteria
- Obtain Tax and Base amounts, Delinquent amounts
- Dispatch Mailaways according to the required state/ county requirements
- Netronline for fee determination
- Other Job Responsibilities
- Ensure process goals are met in terms of the targeted Capacity Utilization, FTE Realization to ensure Client SLA's are met
- To be effectively involved in client engagement and account management to capitalize on the strengths and convert threats into opportunities
- To encourage and promote cross training to handle uncertainties in dealing with the volumes and to perform time study on periodic basis to revise the benchmarks as necessary
- Involve in transitioning new opportunities, pricing and maintain SOW/SOP documents
- To keep the team motivated by recognizing team performance in timely manner and to keep attrition levels under control
- Monthly MIS Reports (consolidated report on YTD Score-card, Estimated Closing for the Month, Prediction for next quarter, Staffing Plan, Upcoming Opportunities, Etc.,)
- Manage Shift/Day's targets on production, quality and efficiency - monitoring Operations Plan AHT, needed through put, performing quality check and coach the agent for feedback
- Responsible for determining an effective pricing model based on the project (FTE based/transaction based) etc
- Client Interface for Quality
- Responsible for Quality Mapping and ensure that the same standards are transferred
- Responsible for Performance Execution of Quality
- Responsible for Process re-engineering which is aimed at focusing on the analysis and design of workflows and processes
- Primary focus is to redesign existing scenario with a model that is more conducive and aligned according to the mission and goals set for a current financial year
- Responsible for bringing in a systematic approach to help projects optimize its underlying processes to achieve more efficient results
- Responsible for identifying underlying reasons for any discrepancy of Quality
- Responsible for decreasing the deviation between External and Internal requirements
- Responsible for performance assessment and trend analysis
- Responsible for determining the quantity of QC required for a project based on past trends and nature of the project
- Responsible for effective staffing and volume analysis to combat the prerequisites of a project
- Analysis of Service Agreements and develop effective staffing, pricing and compliance around the project
- Analysis of Pipeline projects and forecast of FTE
- Responsible product delivery and ensure that the delivered product is according to set standards
- Transition of new process from onshore to offshore which includes travelling to the United States and successful transfer of Knowledge and technical aspects
- Creation of team according to the requirements of various Clients including recruitment of employees based on the skill set and knowledge required
- Creation of Statement of Work and SOP according to the set Service Level Agreement
- Determination of pricing according to the agreement i.e
- Head Count Pricing as well as Loan Level Pricing
- Client handling on a daily basis via e mails and calls
- Volume Projection and assignment of FTE's based on the projection
- Attrition Management involving effective employee engagement
- Determination of effective capacity utilization and assignment of FTE's
- Responsible for transition of the entire process involving both technology and knowledge
- Team management for a team of twenty-five members and thus ensuring that the required productivity and quality is met daily
- Effective Coaching and feedback to all employees
- Performance Appraisal for employees
- Monitoring of daily progress of employees
- Strategy for enhancement of employees
- Strategy for smooth functioning of process both in terms of Volume and Quality
- Reporting to Senior Management and formulating plans and strategies for Process Enhancement
- Preparation of all data reports and thus maintaining track of volumes and quality
- Responsible for training new recruits
- Responsible for new joiners reaching the required matrix of production and quality
- Responsible for monitoring performance, provide ongoing feedback and recommend methods of improvement
- Bangalore
Modification Underwriter
IGS NovaSoft Technologies
11.2008 - 12.2010
- Analyzing customer's financials to determine the optimum solution and Modifying loan accounts to suit the borrower's needs while at the same time working within the parameters set by investors
- Analysis of Income, property value, financials to determine an affordable Income and in the process ensuring that the modified loan performs
- Interacting with different parties for loan processing which involves interaction with borrowers and analyzing their current financial situation
- Responsible for Quality monitoring and ensuring that Quality is being met according to set SLA
- Analysis on Litigated files to determine the history
- Preparation of Call Modules
- Building and maintaining client relationship
- Preparing process maps and training manuals
- Preparing Daily production report
- Resolve queries and escalations
Loan Resolution Consultant
Ocwen Financial Solution
03.2007 - 09.2008
- Ensuring that monthly mortgage payments are made in a timely manner
- Responsible for monitoring the dialer both Inbound and Outbound to ensure that AHT and SLA is being met
- Responsible for B2C and RPC conversion ratio
- Responsible for ensuring that delinquent borrowers are provided ample solution of loan modification and other in house plans according to their financial situation
- Responsible for formulating payment plans in order to help delinquent customers
- Responsible for on the job training for new joiners
- Ensuring that the required SLA has been met according to guidelines
- Responsible for training of all new joiners and provide active support
- Responsible for maintaining the flow of call both inbound and outbound
- Responsible for Quality being met according to client requirements
- Ensuring that new joiners meet the required expectations
- Recovery of delinquent accounts, recovery planning and implement mitigation mechanisms
Education
BBM - Marketing
Oxford College
Bangalore10+2 - Science
St Peter's Secondary School
10th -
St Anthony's Higher Secondary School
AnjanapuraSkills
- Project Management
- Operations management
- Business planning
- Business Development
- Verbal and written communication
- Coaching and mentoring
- Policies and procedures
- Recruiting and interviewing
- Cross-functional teamwork
- Sales management
- Staff training and development
- Relationship building
- Marketing
- Budget control
- Performance evaluations
- Business development
- Policy and procedure development
- Strategic planning
Certification
- Six Sigma Black Green Belt - KPMG
- Certified Internal Auditor- ISO & ISMS.
- PMP Trained
Timeline
Manager
Indecomm Global Services
07.2017 - Current
Support Manager
Envoy Mortgage
12.2016 - 07.2017
Assistant Manager
Ernst & Young
02.2016 - 12.2016
Team Lead
Indecomm Global Services
12.2010 - 02.2016
Modification Underwriter
IGS NovaSoft Technologies
11.2008 - 12.2010
Loan Resolution Consultant
Ocwen Financial Solution
03.2007 - 09.2008
BBM - Marketing
Oxford College
10+2 - Science
St Peter's Secondary School
10th -
St Anthony's Higher Secondary School
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