This document provides a summary of Sromona Rahut Balsavar's work experience and qualifications. She has over 9 years of experience in BPOs with a focus on mortgage processes, project management, and performance management. She is skilled in customer/vendor relationship management, negotiating cost savings, and analyzing and improving processes. Currently she is an Assistant Manager at Derive Management Solutions where she oversees staffing for clients and ensures service delivery and business expansion.

1. SROMONA RAHUT BALSAVAR
Mobile: +91 9886999864
E-Mail: sromona.rahut@gmail.com
SUMMARY:
Self-Motivated and results driven Lead / Manager with over all 9 years of diversified experience in BPO with
mortgage process / project / performance management.
Proven performer in negotiating cost saving initiatives reducing overhead.
Customer/vendor relationship management was demonstrated successfully.
Meticulously handling and measuring all contractual Service Levels and taking corrective action when necessary.
Identifying, planning and streamlining staffing requirements based on volume and projects.
Completion of the process rationalization projects successfully.
Ensure all actions/changes agreed with the client are implemented and closed within agreed timelines.
Reviewed and designed staff performance and suggested improvements in performance.
Interacted with clients and presented team's statistics; implemented new ideas to improvise team's statistics.
Structured and created base files for reporting, maintained internal databases ensuring accuracy in reports.
Ensure the Goal Setting for my reportees.
Analyze manpower requirements for expansions and new business opportunities.
Assisted the transition teams for implementations of new processes successfully
Conducting appraisal dialogues & performance related discussions periodically
Generated several reports for the team to ensure the growth track of individual and process wise.
Analyzed the reason of escalations, suggested steps to reduce and hence increased customer satisfaction.
Monitor the status of all Client-related activity and reporting
Report monthly performance to all stake holders (internal and external)
Interact with other departments like HR, Admin, and Transport to resolve issues (Leaves, salary, employee
grievances, and transport related).
If unresolved escalate to your respective Manager’s.
AREAS OF EXPERTISE
 Excellent with the US & Australian Culture and the communication.
 Proficient with MS word, Excel- spreadsheets, power point.
 Fast & Efficient learner, with good communication skills, a strong team player and a strong performer in
all roles undertaken.
EDUCATIONAL CREDENTIALS
2003-2006 - Bachelor of Business Management, M S Ramaiah College, Bangalore University, India

2. WORK EXPERIENCE
Derive Management Solutions: May 2015 – Till Date
Designation: Assistant Manager Operations
Responsibilities
 Heading the Vendor Team (a vertical created in sourcing and recruitment division) - the only stakeholder
in the organization to empanel vendors and outsource internal and client requirements to increase delivery
maximization PAN India.
 Handling temp staffing requirements for some key clients like Eureka Forbes, Concentrix, Wipro,
Acceltrade, RSM Al Mezan, Mercury Engineering, Asiatech Engineering, Avekshaa, Innovati Business
Solutions etc. as Key Account Manager and managing delivery for other temp staffing clients as service
partner.
 Responsible for adding new clients with permanent recruitment (on roll hiring) needs on monthly and
quarterly basis and ensuring service delivery and business expansion in terms of revenue.
 Working closely with Talent Acquisition team and business heads in understanding human resource
requirements in their departments and help them in closing their requirements on time through vendor
allocation and performance review.
 Responsible for successful closure of the month with committed billing and accurate invoicing by the
team.
 Responsible for successful vendor audits to assure compliance to all contractual provisions.
 Presenting the business plan, work progress and achievement in annual, quarterly and monthly reviews
with managing director and co-founders.
Achievements:
 Analyzing and understanding process and operations related problems.
 Creating and implementing corrective action procedures.
 Educating and Empowering employees to perform better as per client KRAs'.
 Designing and implementing new processes.
 Improved deliveries and closures overall by 40%.
 Excellent track with employee retention, 0% attrition during my tenure.
 New client acquisition.
 Customer Relationship Management including Client retention and Business enhancement.
Fidelity National Financials India: March 2014 – May 2015
Designation: Team Lead
Responsibilities
 Currently handling two Teams, Field Services and Loan Care, part of Mortgage Services Group Head.
 There are totally 113 employees reporting under me. This includes 2 Asst. Team Leads, 5 SMEs’ and
remaining 106 Associates.
 Handling Client interactions, on weekly and monthly basis which includes process related and
management related calls.
 Maintaining various reports includes – Incentive reports, staffing, production, quality, MIS reports.

3.  Client interaction involves to senior most level, like CEO, President, Legal Heads, and Directors onshore
and off shore.
 Preparation of WMM (Weekly Management Meet) report, which is shared from Asst. Manager to
Company CEO Level, and conducted every week.
 Co-coordinating with all required Managers and Departments, in reference to opportunities coming
through one time projects.
 Preparation of Billing report to the client on monthly basis, to keep a track of the revenue generated
monthly from both my processes.
 Coordinating with existing and new clients on new business opportunities, and currently working on 2
new transition processes, which would generate headcount of 250 additional.
 After conducting a transition for Loan Care process, worked onpreparationof the process manual, process
mapping, coordinating with Client’s to get every detail on the transition.
 Personal involvement, in training the new resources for both my processes and ensuring they are prepared
well in advance to start production.
 Working with team to ensure SLAs’ are met on a regular basis.
 Conducting interviews as first level operations, before selecting candidates for Sr. Ops level (Final
Round) interviews.
 Considering in depth knowledge in Australian and US mortgage industry, also working with Clients on
getting Default Management processes into FNFI.
 Coordinating and handling Employee concerns, and working towards better outputs generation from
employees, and managing them effectively.
Achievements:
 Transition of Loan Care process (New Loan Boarding and Escrow Line Set up) from Loan Care (Black
Knight Company) to FNFI in March 2013.
 This was a 2 weeks visit to Virginia Beach, VA to learn and understand the process requirement, and
conduct a smooth and successful transition.
 This resulted in building excellent platform with Loan Care, and now we are getting more processes from
them.
 In February we are going live with our next process.
 Has been appreciated and recommended by Sr. Management Level, for upcoming new projects/processes
and work closely to ensure smoother transition of them.
 Also, member of the ASHI group (Anti-Sexual Harassment) within FNFI, any cases/reports will be
brought into my notice and dealt accordingly.
Australia and New Zealand Bank, India: March 2010 – August 2013
Designation: Credit Assessment Officer (Senior Level)
Responsibilities
 Underwriting mortgage loans for affluent customers with a borrowing threshold of AUD $1 million along
with higher risk lending discretion authority held for AUD $1 million

4.  Provide a high level of credit lending decision to the customers through controlled credit and customer
checks by adhering to the Australian Credit Lending Policy, Code of Banking Practice and importantly in
the interest of the bank as well customers.
 Handle escalations & create a strong customer experience
 Assisting Team Manager with various internal projects and developments of the team.
 Support Off-shore clients with queries on calls in reference to bank policies and procedures.
Achievements:
 Hold Credit Discretion Authority (CAD) up to threshold of $1Mil AUD (within 80% lending and also high
risk lending up to 95%) for credit critical decision makings for clients.
 Assisting Manager with TAT (Six Sigma Green belt) project to ensure improvement in delivering faster
decisions to clients and stakeholders.
 Associated with all transition processes like Team Scenarios, Lender Mortgage Insurance (LMI), and
Allocation Team.
 Cross Skilled into Securitization, indexing.
ISG NovaSoft Technologies: Feb 2009 – Mar 2010
Designation: Analyst (Mortgage Underwriter)
Responsibilities:
 My responsibilities as an Underwriter included analyzing the current financial status of the Mortgagor;
based on the financial statements provided and working on an appropriate deal which would suit the
Mortgagor’s requirement.
 In reference to the recession scenario (2008-2009), we are trying to modify the interest rates and the
mortgage payments to suit the affordability.
 We are trying to help the mortgagors to come out of the defaulted status, helping them to keep their
property and also improve on their credit ratings.
Achievements:
 Cross skilled on Quality Checks, absorbed into the process was quick within only 2 weeks on training.
 Floor support to co-workers whenever required.
 Involvement in various projects related to TAT, process improvements, Efficiency.
Ocwen Financial solutions Pvt. Ltd: Jun 2006 – Feb 2009
Designation: Analyst (Customer Service/Quality Assurance)
Responsibilities:
 Keyresponsibilitypertains to quality checks on the files underwritten which also involves in improvement
of the business processes to serve the customer better because our prime goal is CUSTOMER
SATISFACTION.
 The work also includes analyzing the process defects and also assisting to improve the process for better
business prospective.

5.  Working as part of Risk Management Department, pertaining to understanding of the risks involved in
various processes when dealing with Mortgages as a whole.
 Prior to this I was working as a Customer Service Associate. Here, we used to directly interact with the
customers with their various queries related to their Mortgage.
Achievements:
 Promotion within 1.5 years within the company as Quality Assurance Analyst.
 Crossed skilled on various processes from Customer Service, Collection, Loss mitigation, Bankruptcy,
Foreclosure, and Underwriting.
 Awarded more than twice, as top 20% of the best performers across all 3 locations - Bangalore, Mumbai
and West Palm Beach.
 Basic Six Sigma Green Belt training received pertaining to the process.
Other Work Experience
 Worked and served for Cosmic Meltdown Crew (Event Management Company), as a business
development officer and crew member, for 6 months as part-time employee, to get a good exposure to
client handling and business development.
 Completed Project as part of educational curriculum with ITC Sunfeast India. The project involved a
market survey for the brand, along with the current positioning and immediate market competition.
PERSONAL PROFILE
Date of Birth 05th April 1986
Languages English, Hindi, Bengali
References Available upon request
Marital Status Married