1. Mob: 7760889535
Manjunath PS Email id: manjunath.setty2@gmail.com
Summary:
Results focused with over 10.6 Years of expertise in BPO Operations & Development of
which 7 Years of cross industry experience in Mortgage Banking and 3.6 Years of
Healthcare Medical Billing
Professional Experience:
Cognizant Technology Solutions (Team Lead – April’15)
Health Care (Provider Billing) – Operations management
• Team Size: 25 FTEs, 1 SME
Roles and Responsibilities
• Handled the customer service backend team for Billing of the provider and member.
• Responsible for the yearly consistent delivery on the Service Level Metrics on quality,
productivity and TAT on a daily basis
• Ensure the accuracy of data in dashboards both internal and external.
• Conducting team huddles daily and weekly basis to discuss the developments in the team
and brain storm with the team to come out with any solutions
• Conduct regular informal meetings to encourage team to produce process improvement
ideas
• Performance appraisals of the team
• Manage Leave Planning and Shift Rostering
• Cost management – Avoid adhoc transport and optimize team utilization
• Ensuring adherence to controls and procedures, and monitoring the operational health of
the process
• Conduct one on one performance review sessions on individual performance and coach
where necessary
• Ensure the team is motivated and performance driven and performance is measured
diligently and inculcate a habit of healthy competition in the team and, irrespective of any
“stressful” volumes/conditions
• Attrition Forecast
• Succession/back up planning
2. Cognizant Technology Solutions (Team Coordinator – June’11)
BPO/LPO
Team Size: 15 FTEs, 1 SME
Processes Managed
• Managed a team in the Default Vertical categorized into Foreclosure, Bankruptcy
and , Eviction
• Managed Real Estate Owned (REO) process
• Document Preparation and Modification
Process specializes in mortgage loan document preparation and electronic loan delivery
services for the mortgage lending industry.
Responsibilities
• SLA performance evaluation
• Appraisal Review for the team.
• Volume and FTE analysis
• Performing monthly One on One session for the team members
• Consistently gauging the process capability of the processes
• Identify and implement process improvements to enhance productivity and quality
• Maintain and update process BCP plan
• Preparing Daily, Weekly and Monthly operations reports and Dash Board
• Evaluating Quality Reports
• Cross training the team across various BPO/LPO processes in the same project
iGATE Global Solutions (Process Associate – Jan’2006)
Responsibilities
• Generation of Pay off statements, requested by the borrower and third parties.
• Drafting the letters and E-mails to the customers related to their queries.
• Auditing of Prepayment charge, which is to be reflected on the statement.
• Perform Quality check for Foreclosure and Bankruptcy Payoff statements.
• Updating process reports to the Team Lead.
• Preparing Monthly, Weekly Reports and send it to the Team Lead.
• Providing Training to the Team
3. Accomplishments
• Was instrumental in successfully transitioning several default processes and helped them
expand.
(IT set –up, volume forecast, capacity /seat planning and training co-ordination)
• Awarded as the STAR Performer for the months of March 2008, and February 2009.
• Awarded as “Extra Miler” for the Quarter April 2009 to June 2009
• Awarded as “Kaizen Member” for the Level 2 Kaizen for “Subnots Process Improvement” on
September 2009.
• Received Level 2 Kaizen Award on December 2009 for “ To Improve the Process for Default
POS Documentation (Default Writs –MV)”
• Received Level 2 Kaizen Award on May 2011(for Reduction in Report Generation Time of
“Daily Volume Summary Report” for NDeX Leadership Team)
• Awarded as Best Trainee in the month of April 2013.
• Caught in the Act was Awarded by the Client in the month of August 2013.
• Awarded as Best Performer for the year (Opel Award) June 2013 and May 2014
• Awarded as Best Performer for the Month (WOW Award)Jan 2014
• Awarded as Best Performer for the Quarter (Phoenix Award) March 2015.
• Successfully completed Embark Certification (Leadership Development Program)
• Highly motivated and result oriented team with no issues in the skip level.
Skill set Summary
Domains Mortgage Banking and Health Care
Technologies & Tools MIS Reporting and MS Project
Standards ISO 9001:2000 & SAS70
Certifications Six Sigma Trained (Yellow Belt)
Software Testing
Typewriting
Sanskrit
Hindi
Digital Marketing
Manual Testing, Automated Testing, QTP, Load Runner
English Typewriting Junior
Kavya Certification
Prathma Certification
Knowledge of Website Designing using Word Press Package,
Google Ad sense, Ad words and Analytics, Affiliate Marketing,
Email Marketing, SEO and E-Commerce Website With Payment
Gateway.
Educational Background and Credentials:
• B.Com – Sarvodaya Degree College (Bangalore University) 2002.
• Diploma – Industrial Technical Institute (Advanced Electronics Engineering)
Personal Information:
Father’s Name : P. Subbaiah Setty
Date of Birth : 12th March 1979
Marital Status : Married
Permanent Address : No. 32, Basava Samithi Layout, Thindlu,
