1. Albert manoraj Phone: 9538 9929 76
E-mail – albert.mraj@gmail.com
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Career Objective
Seeking senior level assignments in the field of Six Sigma Quality/Process
Excellence/Business Analysis//Functional Consultancy in a reputed organization where my
skills & experience can be utilized and I can grow along with the organization.
Core Competencies
• Six Sigma Black Belt Trained
• 9 years of experience in BPO industry for U. S Mortgage process, Quality, QMS.
o 4 plus years of experience in U.S Mortgage
o Senior Quality Analyst for Banking and Mortgage
o 2 years of experience in leading a QA team size of 14 members as a Quality
lead for a Banking
• Well versed in Planning, Scheduling Work, Establishing & Implementing
System/Process Setting Goals, Standards, Quality Plans & Procedures while adhering
to SLA’s.
• Strong Analytical & Problem Solving abilities.
• Good communication presentations and mentoring skills with the distinguished
abilities in leading the team in Mortgage process
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Work Experience:
Visionet Systems Pvt Ltd. Jan 12th 2015 – Till date
• Currently working in Visionet systems as a Team lead for U. S Mortgage.
• Leading a Quality team size of 17 located in Bangalore and Coimbatore centers.
• Accountability for TAT, Process SLA, Quality SLA and process improvement
• Co-ordinating with Quality Assurance team for process improvement
• Identify & Highlight improvement opportunities/areas of significant customer impact
by mapping & analyzing business processes.
• Interact/communicate with Key stake holder to understand business problems and
define the analytical approach to resolve problems
• Participate in preparation/formulation of Quality plan
• Application enhancement to increase production and additional value adding
information availability for the agents and QC team
• Handling escalation and providing the resolution end to end to the customer and
internal team
• Process updates and data collection for process improvement to reduce the search time
for all the 52 states
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2. SLK Global BPO Services Pvt Ltd., Bangalore - Feb 05 2007 – December 15th 2014
The SLK is an ISO 9001:2008, ISO 27001:2005 and SSAE 16 (Type II) certified company.
SLK Group is a leading business process and software services provider serving multiple
industries with key focus on the financial services industry. The group has been financially
sound and profitable since its inception.
Quality Leader (1st April 2013 to Dec 15th 2014)
• Transactional Quality audit for commercial Banking & Non Banking area
• Co-ordinating with Onshore Client Support team and Business for their process
improvement
• Implementing six sigma tools to improve the process with the help of operation team
• Implementing 80-20 rules for process improvement & Control charts for to check
process stability
• SLA Propsal analysis for Quality, TAT, productivity & FTE baseling for new process
with transition team
• Driving Weekly meetings with the management for the process related issues and
proactively identifying the solution to resolve the issues pointed by the management.
• Centralized DATA maintained for all the process in different LOB
• Perform quality checks and internal audit for the team to ensure that requests are
approved in accordance with regulatory requirements and the bank’s internal policies.
• Conducting calibration session with the operation team to bridge the gaps between QA
team.
• Implementing Six sigma concepts to improve process quality with RCA and CAPA
• Review responsibilities and standards with each of the team member and mutually
agree on performance and competency expectations.
• MRM and Fortnightly internal review with the management
• Balance score card for entire banking vertical
• Supervising the team of 12 members for quality internal audit.
• Ensure training & developmental plan for all the team members and enhance their
interest towards six sigma concepts
• Monitoring progress of actions item initiated and follow-up to improve the process by
feedback
• Annual & Monthly Performance rating (SPARK)
• Process alignment and process training plan for the New Quality analyst on floor
• Monthly, Quarterly and Star award recognition for team members
• Projects
• Data collection for Six sigma Black belt projects currently initiated for OOS process
• Implementing DIMAC analysis in six sigma project
Quality Analyst for Non-Banking & Banking - April 2012 - 2013
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3. • Evaluate, monitor, and process corporate action information for US Mortgage,
Property tax cert updated by the ops team
• Maintain corporate action information databases and ensure information is entered and
distributed in a timely and accurate manner
• Responsible for process, and agent wise audit report
• Monthly MTP for all agents and decision making identified BQA’s for PIP
• Managing and controlling the day to day activities of the process including EOD MIS
• Process improvement and training plan for BQA
• Analysis with TQA and bring out the best to the team to share
• Validate the improvement area for the below SLA agent
• Monthly Quality & weekly Quality report
• Implementing Yelow belt – QC tools for error analysis
Senior Team Member - 5th Feb 2007 - 2102
• Understanding customer profile and evaluating process requirements
• Co-ordinate and communicate regularly with internal group and Team Leader
• Prepare tax certificates for Title Insurance and Mortgage companies
• Involves calling county Assessor/ Tax collector and obtain assessment information
and tax information on requested properties
• Obtain parcel number or Tax ID number for assigned property/ properties
• Report Assessed and Appraised value of the property
• Verify taxing jurisdictions
• Verify tax status and report all current and delinquent taxes
• Deliver quality and productivity as per standards
• Problem solving by co-coordinating with TL/ OL for issues related to operational
bottlenecks
• Trained more than 15 new associates on tax processes
• Sharing process knowledge among peers & superiors to maximize & optimize outputs
Indecomm Global Services - July 2005 – Feb 2007
• Customer support Repersentative
• Obtaining property tax information and updating data for the customer's clients
• Report required input to customer and request for additional supporting document on
time.
• Specialized to performer all type of task in mortgage property tax area. Reporting
foreclosure property and tax sale property. Obtaining required information.
• Supervise and lead the group of Team to perform and meet their target.
• Prioritize the customer’s requirement and report customer in advance.
• Consolidating the Daily production data and reporting.
• Process training and reporting.
• Assisting the team floor support & Quality analysis
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4. • Coordinate with team members to ensure quality and support to the team to achieve
target.
• Manage customers report and team meetings to ensure the functional areas lines are at
service level.
• Take on special projects and work on cross functional projects.
Education:
Year University Examination
2007 Bangalore University Bachelor of Art
Computer Knowledge:
• MS Windows XP
• MS Office (incl. Word, Excel & PowerPoint)
• In-house payment systems
In-House Training Programmes:
• Six sigma Black Belt – 2015
• Six sigma Yellow Belt - 2012
• QMS - 2014
• Train the Trainer – 2014
Awards & achievments
• Team Champion - 2011
• Onshore Recognisation from Banking - 2013
PERSONAL INFORMATION:
Date of Birth : 23 April 1977
Nationality : Indian
Marital Status : Married
Address : #24 3rd Cross, 2nd floor, Maha Illam, New Tippesandra,
Bangalore 560 075
Languages:
• English, Hindi, Kannada, Tamil and Telugu (fluent in diction & speech)
All the above information provided by me is true to best of my knowledge
Date -
Bangalore Albert Manoraj
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