1. Lovette Patrick D’Souza
Mobile: +91 9823223903; E-Mail: lovette.dsouza@gmail.com
Professional Profile
 A dynamic professional and Post Graduate in Business Administration with extensive work
experience in the Banking and Financial Services domain.
 Six Sigma Black Belt certified through Indian Statistical Institute.
(Ref: ISI-BB/11/3/6)
 A consistent performer with a successful track record of making visible contribution to raise
productivity with deft application of Operations and Process Optimization skills.
 Proven Process and People management skills, proficient in managing widely divergent,
simultaneously occurring processes by using strong organisational skills, out-of-the-box
thinking and innovative problem solving abilities.
FUNCTIONAL SKILLS ACQUIRED OVER CAREER PATH
People Management
 Identifying performance gaps, updating teams on process related information, conducting
suitable training programs to enhance operational efficiencies.
 Mentoring and motivating Associates and Team Leaders individually and during Team meets to
enhance service standards, customer satisfaction & team development.
 Bringing motivation amongst the team members while showing them the way to grow and in
turn increasing their concentration.
Process Management
 Co-ordinating with Team Managers regarding process improvements & assisting them on
efficient process management.
 Executing initiatives on time management and encouraging teams for the same for better
production.
 Preparing MIS reports & other statements with a view to appraise Management of Process
operations and assist in critical decision-making processes.
 Effectively handled escalations from the client and initiated many projects to reduce the
percentage of complaints coming from the customers.
Client Management
 Identifying improvement areas & implementing measures to maximise client & customer
satisfaction levels.
 Taking over escalations for resolving critical issues; analysing escalation cases for avoiding
complaints in future.
 Ensuring continuous interaction with the customer to make sure that area of concern can be
worked upon for improved service levels.
 Presenting the Operations Processes and business and interacting with potential clients as part
of the sales pitch for acquiring new business.
Training
 Determining training needs of employees & accordingly organising training schedules on Process
& Quality.
 Obtaining trainees’ feedback for determining the effectiveness of training programmes &
carrying out modifications if necessary and conduct periodical refresher courses.
 Training the Associates on different quality parameters ensuring proper knowledge of
transaction effectiveness.
Team Management
 Managing tasks including performance metrics, soft skills training, recruitment, induction and
training as a backup.
 Creating an environment that sustains and encourages high performance and motivates Teams
in optimising their contribution levels.

2. Project Management
 Six Sigma Black Belt certified through Indian Statistical Institute (Ref: ISI-BB/11/3/6).
 As part of my Six Sigma Green Belt certification, I worked on a project on Resource Utilisation
and Cost Savings.
 The Project Analysis showed the productivity of staff and workload distribution keeping in mind
all risk factors were covered and the quality of work was significantly improving with every
subsequent month that was taken into account for the Project Analysis.
 The conclusion of the Project showed that the Process Staff was under-utilized and thus the
Process was not cost effective.
 As a result, with the approval of the Business Owners, we were able to release 2 staff and re-deploy
them and thus save the cost of 2 employees which also further helped in cost savings
under Seat Utilization.
 Currently working on a Black Belt Project in TCS on Cost Control and Budgeting.
Professional Experience
Working with Tata Consultancy Services, Pune since 18th April 2013 for US Mortgage
Operations as an Operations Manager.
 Handling 5 Processes in the Asset Performance, Foreclosure and Default Lines of Business and I
am an integral part of the Training group.
 Identifying process gaps and loop-holes and ensuring all such gaps are fixed in order to avoid
potential risk events.
 Recruitment of new employees and interviewing candidates for Internal Job Postings.
 Working on Automations and ideas that will save cost and man hours.
 Regular audits on Policies and Procedures, compliance and Risk audits.
 Billing and optimizing utilization.
 Presenting the Operations Processes and business and interacting with potential clients as part
of the sales pitch for acquiring new business.
22nd June 2009 to 25th September 2010 with The Bank of New York Mellon International
Operations (India) Private Ltd. as an Assistant Operations Manager.
Process Operations:
I handled teams that were under the Securities Operations Line of Business in Asset Servicing. We
worked for a Canadian Investment Bank and Custodian and were required to follow instructions that
we received from Clients and Investment Managers instructing us to process transactions that vary
from booking/cancelling/modifying Trades, Wires, Currency Movements and Foreign Exchanges. We
had several Client and Market Deadlines which had to be monitored continuously and transactions
had to be booked accurately before those deadlines. The Team consisted of Operations Executives,
Analysts, Team Leaders and me, and each one of us had different Transaction Authorization and
Verification limits based on the designation.
Job Responsibilities:
 Managing Team Leaders who are assigned teams consisting of Operations Executives and
Analysts who process various types of transactions like Trades, Wires, Currency Moves and
Foreign Exchanges.
 Verifying and authorizing high value transactions exceeding USD $100 million.
 Identifying process gaps and loop-holes and ensuring all such gaps are fixed in order to avoid
potential risk events.
 Recruitment of new employees and interviewing candidates for Internal Job Postings.
 Co-ordinating, overlooking and also conducting New Employee Process Trainings and timely
Refresher Trainings.
 Working on Automations and ideas that will save cost and man hours.
 Ensuring that the mandatory trainings are completed from time to time and comply with the policies.
 Regular audits on Policies and Procedures, checklists and daily sign off sheets.
 Organising the daily workflow – staff leaves, trainings, preparing and sharing Productivity Reports,
conducting huddles and meetings with Associates and Team Leaders, etc.
 Ensuring BR (Business Recovery) and BCP is in place at all times and tested regularly, and invoked
whenever necessary.

3. ______________________________________________________________________________________
12th June 2006 – 14th June 2009 with American Home Mortgage Servicing Inc., Pune,
as an Assistant Operations Manager
Job Responsibilities:
 Managing 4 Team Leaders who are each assigned a Team consisting of 17 to 20 associates and
3 Mentors who handle 5 associates each.
 Ensuring the Teams perform well as per the SLAs.
 Performing Appraisals and mentoring Associates, Mentors and Team Leaders.
 Actively coordinating with the Onshore and Offshore Teams to resolve technical aspects of the
process.
 Driving the process with end to end results.
 Recruitment of new employees and interviewing candidates for Internal Job Postings.
 Calculating and appropriately preparing the Billing for the Process.
 Ensuring that the mandatory trainings are completed from time to time and comply with the policies.
 Organising the daily workflow – staff leaves, trainings, sharing Daily Productivity Reports, conducting
huddles and meetings with Associates and Team Leaders, etc.
Training / Development:
 Design and deliver training and refresher modules for the Team and regularly coach them on Time
Management, Company Policies, Team Building, etc. thus enhancing individual development.
 Attended Training Workshops like ‘The Seven Habits for Managers Workshop’ by Franklin Covey South
Asia, DMAIC, Leadership Development Programs, etc. to enhance personal development.
Rewards & Recognition Ceremonies:
 Rolling out Daily, Weekly, Monthly and Quarterly Contests to enhance performance and recognize best
performers.
 Managing and carrying out the Rewards & Recognition Programme every month and every quarter to
accredit high performing professionals.
Reporting:
 Compiling and preparing consolidated performance reports and various MIS reports like Performance
metrics, Leave planner, Training & Development Trackers, One on Ones, Daily and Monthly Productivity
Reports, several CMS Supervisor reports, etc.
______________________________________________________________________________________
28th August 2003 to 1st June 2006 with Mphasis BPO, Pune, as a Sr. CCE / Team Coach
Job Responsibilities:
Process Operations:
 Interacted with U.S clients and vendors on a daily basis to get updates on Banking Products and
Services.
 Handling a Team of 12 associates who were the Technical Support for the Banks Website.
 Handling customer escalations, providing services such as online wire transfers, viewing account
balances and statements online, applying for new products online, basic troubleshooting for the
website, etc.
 Conducting Team Meetings and helping associates by making them aware of changes, updates
and new procedures in place.
 Making cross sales on calls and ensuring a good Conversion Rate for the sales made.
 Conducting refresher Trainings and Process Trainings when required.
 Monitoring calls and providing Feedback to Associates for the calls monitored.

4. IT Skills
Diploma in Web Designing.
Operating Systems: Microsoft Platform
Packages & Utilities: MS-Office, Lotus Notes, Windows 95, 98, 2000 Professional & XP.
Familiar with a variety of application software such as Adobe Photoshop, Verint, CMS Supervisor,
Unison & Davox Dialers, CMS (Fidelity).
Academic Credentials
Year Course Board / University Institution
2012 German Language
Zertifikat Deutsch B 2.2
(Level 5)
Goethe Institute, Pune. Max Mueller Bhavan, Pune.
(Goethe Institute)
2011 Six Sigma Black Belt
(Ref: ISI-BB/11/3/6)
Indian Statistical Institute
SQC & OR Unit, Pune
Indian Statistical Institute
2011 PGDBA Symbiosis Symbiosis Centre for Distance
Learning
2005 B.Com Pune University
Vidya Bhavan College of
Commerce, Pune
2002 XII
Maharashtra State Board
(HSC)
St. Patrick Junior College, Pune.
2000 X
Maharashtra State Board
(SSC)
Don Bosco High School, Pune.
Personal Details
Date of Birth : 10th March, 1984
Languages known : English, Hindi, Marathi, Konkani and German
Marital Status : Single
Nationality : Indian
Passport : F8861859 – Valid till June, 2017
Contact Details
Address : Survey No. 46/9, Plot No.10, ‘Sagar Park’, Nagar Road,
Vadgaonsheri. Pune– 411014.
Phone No. : Cell : +91 9823 223 903
E-Mail ID : lovette.dsouza@gmail.com