Rajiv Gulati
San Antonio,TX
Summary
Strategic Operations Professional and a Thought Leader with over 20 years of experience in Operations Management with strong business acumen with a proven track record of achieving results. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Associate Director of Operations
FirstSource
07.2020 - 11.2023
- Led and managed the business with a workforce of 500+ FTE
- Transitioned a new line of business with an initial Headcount of 72 in August 2020, which now stands at 250+
- Revenue targets were exceeded within 8 months of joining
- Strong reporting structure put in place to arrest revenue leakages
- Client confidence in the short period
- Quality Scores maintained above 95% from 3rd Month of process migration
- Delivery timelines /SLA met from the first month itself
Director of Operations
Altisource Business Solutions
02.2012 - 08.2017
- Led and managed the business with a workforce of 850+ FTE in collaboration with 1 Director
- Operated within the defined SLAs of the business for all product lines: REO, TSG, PJR, FIR, Refinance, Purchase
- Set up processes for new states and new products in Title examination and commitment business line
- Identified and set good quality control processes which yielded 99% quality output often exceeding Revenue Targets
- Driving the organizational strategy for Risk and audits, Compliance, and Regulatory affairs including the establishment of relevant frameworks and processes thereby enhancing governance
- Collaborating with auditors and audit teams (Regulators, Underwriters, BSI, and KPMG) and managing audit requirements on behalf of the organization
- Incremental in-house search capture led to recurring save of annual $2.2MM
- Created a team of 50 people to handle the Attorney and Trustee network across the US, thus ensuring better relationship management and customer satisfaction with 0 complaints
Senior Manager
Sterling
06.2010 - 01.2012
- Ensuring smooth day-to-day operations of the Background checks team (Inbound and Outbound Customer Service)
- Keeping track of On Time Delivery (OTD) and Closures per hour (CPH) for the team to ensure that clients are getting the best service all the time
- Managing queries from the Sales team / Account Managers / Business Relationship Managers in India and the US and resolving their issues/queries regarding verification requests (both internal and external customers)
- Handling any client escalation or dissatisfaction because of the procedural delays in the processing of the request
- Effectively implemented multiple process improvement initiatives using Kaizen & Lean Six-Sigma generating internal and cost savings of USD 316 K
Operations Manager
Tata Consultancy Services (TCS)
09.2003 - 06.2010
- Managed Auto and Personal Loan Bankruptcy process and ensured Bankruptcy Operations' production consistently exceeded all requirements
- Developed a continuous improvement plan on a day-to-day, month-to-month, and year-to-year basis for Bankruptcy Operations upon mutual consent
- Notwithstanding such changes both client & management formally review and sign off Operating Procedures at least once each year, to verify the incorporation of all regulatory, compliance, and process changes communicated to the management through the preceding year
- Handled onshore migration of 3 processes in Citi Home Equity – Title, Subordinations, and Appraisal follow-ups
- Adept in managing & leading teams for running successful process operations & experience in developing procedures, and service standards for business excellence
- Co-ordination COPC audit for Mumbai & Chennai sites with internal monthly reviews Key Achievements
- Successfully migrated CBNA customer service process from St Louis USA, 2nd Mortgage customer service
- Completed Six Sigma Green Belt certification with 5 process improvement projects
Education
MBA - BUSINESS ADMINISTRATION
ISBM
08.2010
BBA - Finance & Commerce
Chandigarh University
05.2004
Skills
- Leadership
- Operational Excellence
- Process Automation
- Business Transformation
- Performance Metrics
- Change Management
- Policy Implementation
- Cross-functional Collaboration
- Budget Management
- Forecasting
- Decision Making
- Problem-Solving
- Process Improvement
- Adaptability
- Staff Training
- Workforce Planning
- Project Management
- Team Leadership
Certification
Prince 2 Project Management
Certified Green Belt
Timeline
Associate Director of Operations
FirstSource
07.2020 - 11.2023
Director of Operations
Altisource Business Solutions
02.2012 - 08.2017
Senior Manager
Sterling
06.2010 - 01.2012
Operations Manager
Tata Consultancy Services (TCS)
09.2003 - 06.2010
MBA - BUSINESS ADMINISTRATION
ISBM
BBA - Finance & Commerce
Chandigarh University
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