Santhosh Kumar
Chennai
Summary
- Highly effective lead,emphasizing innovation and creativity in solving complex problems
- Energetic and results focused with success in developing and leading teams to achieve outstanding results.
- Trained in secondary level management leadership and customer service
- Creative in decision making, while careful in taking conservative risks to increase sales and customer retention, Making sure not the business as well as the customer is impacted
- Experienced customer support executive with over 5 years of experience. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
- Multi-talented lead consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Overview
13
13
years of professional experience
Work History
Team Manager
JPMorgan Chase
09.2021 - Current
- Manage everyday operations with a team size of 32+ client relationship managers supporting lending operations
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Manage escalations and exceptions
- Reviewing the team KPIs & KRIs on a frequent intervals
- Address administrative issues arising out of day-to-day working
- Maximized productivity and process efficiency through process standardization, strong process documentation, supervision, analysis and performance feedback on periodic basis.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Process Lead (Asst. Manager)
Royal Bank Of Scotland
06.2017 - 08.2021
- Responsible for achieving the operations and business goals
- Working with management team to implement the proper division of responsibilities
- Communicating clear expectations and goals to each team member
- Engaging team members on specific programs for coaching and development
- Handle exceptions and escalations
- Supporting cross functional operations on hiring employees with high quality standards
- involving in regular stake holders call to discuss on the progress, process changes , escalations etc..
- Cross trained existing employees in order to maximize team performance
- Providing the management with feedback regarding employee performance and training needs
- Assessed workloads to meet seasonal fluctuation needs
- Strategically schedule team members to maintain optimum staffing levels all time
- Perform RCA and provide constructive feedback to team members ad continue coaching towards development
Team coach - SME
Intelenet Global Services
06.2015 - 06.2017
- Handling a team of 16 trainee underwriters
- Trained the case managers to get signed off as underwriters
- Feedback and coaching
- Real time buddying up with team members while processing a task
- Handling escalations and supervisor calls
- Listen to team members feedback and work on it
- Monitor team members participation to ensure the training they provided is being put into use, and also to see if any additional training is required
- Find root cause analysis to find error sources and reasons
- Provide feedback to management on each individual about last week performance till they get signed off as underwriters
- Driving team towards achievement of targets and adherence to service level agreements specified by the clients
Senior customer support executive ( Advanced underwriter)
Intelenet Global Services
01.2012 - 06.2017
- Holding advanced underwriter mandate who can authorize the loan amount up to £600,000
- Reviewing the employed and self employed income docs provided by the customer
- Review customer's credit report and to judge the character of them by looking into the commitments and how they are maintained
- lending responsibly by considering all the risk factor and apply discretion to decline / accept the mortgage application
- Attend customer calls and broker calls to clarify their queries and advice on why the mortgage was declined in detail
- Recommend cases to senior underwriters when the case does not comply with bank policy but worth the lending
- Liaising with brokers/sellers to complete repairs ,remodels and proceed the mortgage to offer
- support the customer throughout the journey till the funds are released
Education
BBA
Madurai Kamaraj University
Madurai, TN2017
HSC
SRM Nightingale Matriculation Higher Secondary School
Chennai, TN2007
SSLC
SRM Nightingale Matriculation Higher Secondary School
Chennai, TN2005
Skills
- Team player
- Self sufficient
- Excellent work ethic
- Goal oriented
- Willingness to accept challenges and new responsibilities
- Motivated and Enthusiastic
- Strong verbal and written communication
- Smart and flexible people manager
- Good problem solving abilities
- Quick learner
- Key stakeholder relationship building
- Adherence to high customer service standards
- Excellent time management skills
- Exceptional interpersonal communication
- Process improvement specialist
Achievements
- Best team leader Aug'18, Oct'18 , Jan'19, Mar'19, and April'19
- Received employee of the quarter award for Q1 , Q3 2014, Q3 2015 and Q2,Q3 2016
- Received several "Top performer" of the month
- Repeatedly commended by supervisors, brokers and customer for excellent customer service
- Suggested a process improvement and reduced annual cost of INR 5 Crores and 62 lakhs or £67000 to Barclays , UK
- Implemented the suggested idea reflected in reduction of 2 FTE
- i-Sparkle, an half yearly award winner for the period Jan'15 to Jun'15
Information Technology Exposure
- Operating systems - MS Dos, WIndows, MAC
- Tools - Microsoft Office, Adobe Photoshop, Flash and Premiere
- CRM tools - Outlook CRM
- Technical Skills - Basic hardware, software and networking
Personal Details
- Languages known : English and Tamil
- Date of Birth : 20 August 1989
- Marital status : Married
- Email : Santhoshkumar89.official@gmail.com, sunthoshkumar.n@gmail.com
- Contact: Mobile 74011 94011, Land line : 044 24720923
- Permanent address : 22, Dhanasekaran street, Kodambakkam, Chennai 600 024
Timeline
Team Manager
JPMorgan Chase
09.2021 - Current
Process Lead (Asst. Manager)
Royal Bank Of Scotland
06.2017 - 08.2021
Team coach - SME
Intelenet Global Services
06.2015 - 06.2017
Senior customer support executive ( Advanced underwriter)
Intelenet Global Services
01.2012 - 06.2017
BBA
Madurai Kamaraj University
HSC
SRM Nightingale Matriculation Higher Secondary School
SSLC
SRM Nightingale Matriculation Higher Secondary School
Similar Profiles
Kimberly De La RosaKimberly De La Rosa
Waitress at JPMorgan Chase, JPMorgan Chase & CoWaitress at JPMorgan Chase, JPMorgan Chase & Co
PASTELL JENKINSPASTELL JENKINS
Vice President of Operations at JPMorgan Chase, JPMorgan Chase & CoVice President of Operations at JPMorgan Chase, JPMorgan Chase & Co
Noemie VillanuevaNoemie Villanueva
Retail Banking Associate at JPMorgan Chase, JPMorgan Chase & CoRetail Banking Associate at JPMorgan Chase, JPMorgan Chase & Co