Ankit Singh Anurag

Us Mortgage Professional, Senior Team Leader, Assistant Manager
Bilaspur, Chhattisgarh, India
MS Excel, Mortgage Banking, Back Office Operations
About
Looking out for an enthusiastic and challenging work atmosphere, conducive to free flow of ideas and adequate opportunity to plan, supervise and coordinate personnel and operations in a manner that will optimize and improve the cooperative’s efficiency, help achieve the cooperative’s mission and goals and result in outstanding customer service.
Talents
Work Experience
Senior Team Leader
CNS Comnet Solutions Private Ltd.
Full Time Sep-2009 To Dec-2013 4 years 3 months
Responsibilities
  • OPERATIONS/PROCESS KEY RESPONSIBILITY AREA

    ? Review key service deliverables like productivity, Turnaround Time and Accuracy.
    ? To manage the day–to-day planning, operation and help team in problem-solving to meet with the required goals. Not all inquiries received are scalable one and hence decision making on the basis of facts become important.
    ? Coordinate with various departments like Process Development (PD), Crisis (CD) & Training Department (TD) for pressing/urgent needs generated by clients.
    ? Responsible for Service delivery and ensuring client SLA’s are met.
    ? Accurate and Timely reporting to the Client.
    ? Prepare Daily/Weekly/Monthly Quality Dashboard for Internal and external review.
    ? Document client feedback and procedural updates are incorporated in Standard Operating Procedures and Update Trackers.
    ? Provide leadership and collaborative direction to the team members.
    ? Actively Participate in Calibration session for Process improvement.

    KEY RESPONSIBILITY AREA TOWARDS TEAM

    ? Effective Team Utilization.
    ? Identify Training requirement of the team members.
    ? Provide Positive and Constructive feedback to Team members.
    ? Providing floor support and point of contact for any process queries.
    ? Coordinate with various departments like HRD, Administration and others for resolving team issues or concerns.
    ? Identify improvement area for each agent individually.
    ? Career progression for the top performers.
    ? Effective coaching and counseling to the team members.
    ? Conducting performance appraisals and probation confirmations on a timely basis.

    TRAINING DEPARTMENT KEY RESPONSIBILITY AREA

    ? Identifying and grooming Trainers (Team Coaches).
    ? Creating and implementing training modules.
    ? Conducting training analysis.
    ? Identifying training needs by training analysis and reports.
    ? Creating general survey program.
    ? Conducting “Operations Induction” Program for all new joiners.

    ADMINSTRATIVE KEY RESPONSIBILITY AREA

    ? Implement and act in accordance with the organization’s information security policy.
    ? Protect assets from unauthorized access, disclosure, modification destruction or interference.
    ? Execute particular security processes or activities as may be assigned by the superior.
    ? Report breach of security events or other security risks to the organization.
Achievements
  • ACHIEVEMENTS

    ? Promoted 4 times in designation in 4 years. (1. Assistant Team Leader – 2. FT Team Leader – 3. Team Leader – 4. Sr. Team Leader)
    ? Establishing and Managing “Training Department” single handedly.
    ? Establishing and Managing “Team Coach / Trainer” concept in the company.
    ? Successfully completed “Train The Trainer” Program.
Sr. Associate
Salient Business Solutions P. Ltd.
Full Time Feb-2009 To Sep-2009 7 months
Responsibilities
  • OPERATIONS/PROCESS KEY RESPONSIBILITY AREA

    ? Acting as a Group Leader, Quality Analyst & SME.
    ? Solely involved in hiring of new team members (Operations Rounds).
    ? Responsible for team’s performance and quality scores.
    ? Provide assistance and support team members with their queries.
    ? Provide training to new team members.
    ? Brief team on any update from the client and maintain documented updates tracker.
    ? Regularly provide positive and constructive feedback to the assigned team.
    ? Identify improvement area for each agent individually.
    ? Keep a noncompliance log and ensure that recorded compliance issues are resolved and corrected.
    ? Actively participate in internal and external calibration sessions.
Achievements
  • ? ACTIVELY INVOLVED IN TRANSITION & STABILIZING OF TITLE SEARCH PROCESS.
Sr. Quality Analyst
Quatrro Mortgage Solutions P. Ltd.
Full Time Oct-2007 To Jan-2009 1 year 3 months
Responsibilities
  • OPERATIONS/PROCESS KEY RESPONSIBILITY AREA

    ? Acting as a Team Leader & SME for team.
    ? Responsible for team’s performance and quality scores.
    ? Provide training to new team members.
    ? Provide assistance and support team members with their queries.
    ? Regularly provide positive and constructive feedback to the assigned team.
    ? Identify improvement area for each agent individually.
    ? Maintain all daily, weekly and monthly reports for the assigned process.
    ? Analyze all the reports and data and suggest actions for the improvement of quality across the process.
    ? Brief team on any update from the client and maintain documented updates tracker.
    ? Maintain Agent audits tracker and QA audits tracker on daily basis.
    ? Drive quality across the assigned process team and help the team members achieve their quality targets on daily, weekly and monthly basis.
    ? Assist Managers and related stakeholders in the development of test procedures or whatever is needed to complete the preparation of Quality Control procedures.
    ? Identify associates in different categories across his assigned process and work towards their individual improvements in regards of quality.
    ? Review and Audit the Quality Control procedures on a regular basis to ensure that they will actually trap any variance between documented requirements and the final products or services.
    ? Conduct additional audits or QC reviews by demand of the project manager/ quality manager or because of an event driven cause.
    ? Provide feedback to the manager on a regular basis or on demand.
    ? Assist various stakeholders in the process of improving production processes, QC processes or any other aspects.
    ? Recommend updates to the Quality Plan to treat problems at hand.
    ? Keep a noncompliance log and ensure that recorded compliance issues are resolved and corrected.
    ? Actively participate in internal and external calibration sessions.

    INFORMATION SECURITY KEY RESPONSIBILITY AREA

    ? Implement and act in accordance with the organization’s information security policy
    ? Protect assets from unauthorized access, disclosure, modification destruction or interference
    ? Execute particular security processes or activities as may be assigned by the superior
    ? Be accountable and responsible for actions taken
    ? Report breach of security events or other security risks to the organization
Achievements
  • ACHIEVEMENTS


    ? ACTIVELY INVOLVED IN TRANSITION & STABILIZING OF TITLE SEARCH PROCESS.
    ? PROMOTED DIRECTLY FROM ASSOCIATE TO SR. QUALITY ANALYST.
    ? SOLELY RESPONSIBLE FOR QUALITY OF THREE DIFFERENT PROCESS (TWO PILOT PROCESSES).
    ? SUCCESSFULLY COMPLETED MORTGAGE101 CERTIFIED TRAINING.
Process Associate
WNS Global Services P Ltd.
Full Time Feb-2007 To Aug-2007 6 months
Responsibilities
  • OPERATIONS/PROCESS KEY RESPONSIBILITY AREA

    ? Audit Various Documents regarding Home loans prepared in US Bank.
    ? Doing Both Agency and Non Agency Loans (two different processes at the same time).
Achievements
  • ACHIEVEMENTS

    ? RECEIVED APPRECIATION LETTER DIRECTLY FROM CLIENT.
    ? ALSO WORKED AS FLOOR SUPPORT FOR THE TEAM.
» 2 Projects
Education
Master of Business Administration, Human Resources
, GIMR
2007-2010 Score70%
Academic Achievement
Bachelors of Business Administration
Guru Ghasidas Central universityGuru Ghasidas Vishwavidyalaya
1999-2002
Extra-Curricular Interests

  • FICTION

  • CRICKET

  • MUSIC

Profile Snapshot
Ankit is based out of Bilaspur & has studied HR-Human Resources, MBA-Master of Business Administration from Year 2007-2010 in , GIMR.
Ankit Singh Anurag is Skilled in MS Excel, Mortgage Banking, Back Office Operations and other talents.