Harsh Malviya

Providing leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard

• Trained new staff in relevant processes and procedures
• Resolved escalated customer complaints or queries promptly and efficiently
• Ensured compliance with company policies and procedures throughout the team
• Monitored team performance against targets, taking corrective action where necessary
• Supported the manager in developing plans for future projects, initiatives and objectives
• Organized regular meetings with Client to ensure clear communication between the Team
• Identified opportunities for process improvements, implementing changes when required
• Provided support to junior staff during peak periods of workloads
• Created detailed reports on team activities as requested by management
• Continuously taking monthly one on one with the team employees to discuss on their performance and about their future goals.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Coached team members in techniques necessary to complete job tasks.

• Worked as ATL
• Where I looked over the client communication
• Completed successful transition of 5 processes
• Managing team of 23 employees, assisting them to resolve their process queries and technical issues
• Create team report, client reports and management reports
• Analyzed production processes and identified areas of improvement
• Identified trends, system problems and process issues to escalate to management
• Also make sure SLA is not being missed to complete any task or work, hence successfully delivering all the requirements of the client
• Resolved complex issues related to process development and implementation
• About Performance: Outstanding and commendable rating in last 4 appraisals.

• Worked as a Mortgage Fulfillment Division funder
• Managed the team of 40 employees, where I used to do work assignment, resolving the team queries
• Updated the MIS and attendance file for the team, so PMO team can update it accordingly
• Played a critical role in processing the assigned work to support the team with completing the daily targets
• Delivered value to customers and upheld company objectives by executing processes at correct times and with correct procedures
• Provided guidance on process optimization initiatives to maximize efficiency within the team.

• Joined Infosys BPM, as MFD funder for the Mortgage process, where I used to fund the loans so borrower can receive the funds on the decided date
• Got certified in all type of required loans and also played a critical role in establishing the Purchase Loans process in the team and later on provided the training to team to complete all the users certification
• Conducted training sessions for new team members on process procedures.