Processor Analyst

• May 2017 - Present

• Accuracy in handling the customer escalations.• Awarded as Star of the quarter for excellent performance during the times of exigency due to system issues and short-staffing.• Contributed towards reducing WIP (Work in Progress) by initiating process improvements and system changes.• Emerged as the Local Lean Change Agent responsible to implement Lean culture within the team and bring about sustainability• Daily interaction with onshore partner (UK LOB) over phone and email.• Responsible for maintaining overall process excellence by ensuring that the monthly KPI and SLA are met thereby improving the process performance.• Strategic empower to Risk & Mortgage operations.• Providing best in class mortgage cycle management ensuring service delivery and attaining customer satisfaction.• Enhancing end to end process metrics approach.