Debarsree Bhuyan
Pineville,NC
Summary
Accomplished leader with over 15 years of experience in the U.S. mortgage industry, specializing in operational optimization and cost efficiency. Demonstrates expertise in stakeholder management, process improvement, and strategic planning. Holds certifications in Six Sigma and PMP methodologies, contributing to high-quality service delivery and operational excellence. Aiming to leverage extensive knowledge to enhance organizational performance and drive continuous improvement.
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
10+2 - Science
St Peter's Secondary School
10th -
St Anthony's Higher Secondary School
Skills
- 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
Project management
Customer relationship management (CRM)
Product management
Certification
- Six Sigma Black Green Belt - KPMG
- Certified Internal Auditor- ISO & ISMS.
- PMP Trained
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsTimeline
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
Similar Profiles
ASHWIN GASHWIN G
Senior Quality Analyst at Indecomm Global ServicesSenior Quality Analyst at Indecomm Global Services
Manjula RManjula R
Automation Specialist - Underwriting at Indecomm Global ServicesAutomation Specialist - Underwriting at Indecomm Global Services
Christine JohnsonChristine Johnson
Research/Special Services Associate at Indecomm Global ServicesResearch/Special Services Associate at Indecomm Global Services
Alana Mary SabuAlana Mary Sabu
Registered Nurse at Carolinas Medical CenterRegistered Nurse at Carolinas Medical Center
Kristina RobbinsKristina Robbins
Assoc Billing Analyst/CC Technology Ops at Charter CommunicationsAssoc Billing Analyst/CC Technology Ops at Charter Communications