MAHESH MContact: +91 9538677099 ~ E-Mail: maheshm8313@gmail.com

SENIOR PROFESSIONALBackend Operations ~ Performance Management ~ SLA Management

Enterprising leader & planner with a strong record of contributions in streamlining back-end operations, invigorating businesses, workflows& procedures

Location Preference: Bangalore ~Industry Preference: Banking, Back end operations, ITES….

PROFILE SNAPSHOT

A result-oriented professional offering 10+ years of a successful career with diverse roles distinguished by commended performance in spearheading backend operations- banking, transaction processing functions, SLA’s, etc.

Proven track record of excellence in improving productivity by managing workflow volumes right from allocation, monitoring and closing the task thereby accomplishing targeted goals; knowledge of banking application CCMS & CAP

Skilled in ensuring that Service Level Agreements (SLAs) for the process are met as agreed upon with the client; identifying causes for non-achievement of SLAs, developing solutions and executing the same

Distinction in reviewing and analyzing performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations

Expert in ensuring process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs, etc.

Abilities in performing trend analysis on MIS/data and identifying deficiencies (tools, metrics and reports) and recommending solutions

Holds the credit of success in achieving key performance indicators and meeting the production targets as per the business plan of the organization; complying to the quality parameters and maximizing accuracy for transactions processed

Expertise in reducing the average handling time through contributions in process improvement initiatives like Kaizen

Key role in delivering significant business impacts and contributing to the company by collaborating with the senior management team in improving and executing strategic process improvement initiatives

Effective leader with excellent motivational skills to sustain growth momentum while motivating peak individual performances using people management, analytical and motivational skills

Change Agent: Proven track record of bringing something new to organizations through continuous improvement and streamlining of processes

Business Acumen: Demonstrative capability of transforming business by going beyond the boundaries of traditional people capital support

Strategic Contribution: Can direct business in new and growth areas and motivate people to perform beyond their normal past demonstrated skills / levels

Skillful Execution: Makes things happen, against the odds in a collaborative wayValue Champion: Ability to champion organization values & vision and create a clear and compelling view of

future through coaching and execution abilities

CORE COMPETENCIES

Back-end Operations Quality Management Resource ManagementTransaction Processing SLA Management Day-Day Operations ManagementEscalations Management Cross functional Coordination Performance Management

SIGNIFICANT ACCOMPLISHMENTS

Holds the distinction of: Implementing the change in shift timings to reduce the Turnaround Time for the orders in prior

organization at Altisource Business Solutions Implementing the idea of introducing the sub module in the application, as the result reduced the TAT

from 7 Mins. to 4.5 Mins. and the resource can be used for different activity at ANZ Operations & Technology

Recognized as Best candidate of year 2009 from mortgage team and referred to CEO recognition program at ANZ Operations & Technology)

Recognized as the Best Officer from Operations in PAN India for the organization 3 times at Standard Chartered Bank

ORGANISATIONAL EXPERIENCE

Since Nov’13 Aegis Global India Pvt. Ltd. as Team Leader (Expedia Production Loading)Key Result Areas: Spearheading a team of 45 employees and achieving the stringent daily, weekly and monthly volume

targets Responsible for day to day management of processes, including conducting the performance progress.

Implement & monitors goals/ objectives established for the team and ensure the timely and accurate completion of all related tasks.

Planning & prioritizing of deliverable (daily basis) Ongoing maintenance and documentation of production and service procedure Develops and implements process control procedures, and recommends solutions to recurring

operations problems Review & authorize work of all direct reports for accuracy, and ensures that client specifications &

standards are met. Ensure set SLAs are either met or exceeded on a daily and monthly basis. Monthly process KPIs are all prepared and released on timely manner. Escalation management (First point of contact). Driving Performance, productivity and efficiency through the team. Conducting one to one meetings, midyear and yearly appraisals of all direct reports. Leadership and organizational skills to resolve day to day people issues & provide prompt feedback to

staff Error analysis to identify possible knowledge gaps and subsequent training for all direct reports Identifies training and development needs, and assist the Ops Manager to establish performance

standards for the team including performance objectives Ensuring strict adherence to non-disclosure of client information by preserving client confidentiality Carrying out analysis on any queries & requests sent by the business partners, transaction processing,

client support teams and replying to the same with minimum response time Participating in process improvement initiatives Maintaining quality control standards and ensuring its adherence Allocating the workflow as per the staff availability and maintaining the SLA as per the target Conducting one to one session with the direct reportees and discussing the concerns related to the

quality and operational challenges Overseeing that all operational reports are accurately produced and published on time Handling the client priorities & escalations; minimizing attritions and controlling the same

Feb’12 - Nov’13 : Altisource Business Solutions Pvt. Ltd. as Team Leader (Default Valuations)Key Result Areas: Managed a team of 28 employees with Research skills Provided support to the team members and improved the quality & efficiency Maintained the SLA as per the target. Monthly one-one interaction sessions with team members and discussed the process & their

performance. Handled the Rewards &Recognition program on monthly basis. Ensuring strict adherence to non-disclosure of client information by preserving client confidentiality Carrying out analysis on any queries & requests sent by the business partners, transaction processing,

client support teams and replying to the same with minimum response time.

Participating in process improvement initiatives. Maintaining quality control standards and ensuring the adherence. Allocating the workflow as per the staff availability and maintaining the SLA as per the target. Conducting one to one session with the direct reportees and discussing the concerns related to the

Quality and Operational challenges. Overseeing that all operational reports are accurately produced and published on time. Handling the client priorities & escalations; minimizing attritions and controlling the same

Highlights: Played a major role in implementing the changes in shift timings which reduced the turnaround time

for the orders in prior organization Steered the implementation of quality initiatives that instilled basic quality philosophies of doing things

right the first time, resulting in reduction of company cost Designed transaction processing models which increased accuracy

ACADEMIC QUALIFICATIONS

B.Sc. from SRN Adarsh College,Bangalore in 2005

IT SKILLS

Conversant with CCMS, CAP, MS Office (Excel, PowerPoint & Word)

CERTIFICATIONS

Lean Six Sigma GB from KPMG ITIL (Service Operations Management) - Foundation Level from People Certification

PERSONAL DETAILS

Languages Known: English & Hindi

*Pls. refer annexure for previous experience

ANNEXURE

PREVIOUS EXPERIENCE

Jul’08 - Jan’12 ANZ Operations and Technology Pvt. Ltd. as Production LeaderGrowth Path:Jul’08 – Jan’10 Operations Analyst - ESANDA Commercial OperationsJan’10 – Jan’12 Team Lead/Production LeadHighlights: Recognized as ‘Best Candidate of 2009’ from Mortgage Team and referred to the CEO recognition

program Holds the distinction of introducing and implementing the sub module in the application which resulted

in reduction of the TAT from 7 mins. to 4.5 mins thereby allocating the resource for different activity Spearheaded a team of 25 employees and managed the staff availability and input of workload;

oversaw the WFM, error report maintenance & end to end process of settlement activities of mortgages Holds the distinction of reducing the AHT which saved money & training time through contributions in

Kaizen

Aug’06 - Jul’08 Standard Chartered Bank as Senior Operation ExecutiveHighlights:

Recognized as the ‘Best Officer’ from Operations in PAN India 3 times consistently

Jun’05 - Aug’06 Atlas Documentary Felicitators Company as Customer Service Officer