1. NARENDRA SWAMY H R
E-Mail: narenswamy@ymail.com
Mobile: +91-9845472863
Senior Management Professional
A versatile, high-energy professional with experience in handling Transitions/ Operations Management, targeting
assignments in an organisation of high repute
PROFILE SUMMARY
Competent professional with nearly 14 years of experience in:
~Transitions/ Project Management ~Operations Management ~Services/ Account Management
~Client Relationship Management ~Documentation ~People Management
 Sufficient experience in managing entire process operations / transitions with an aim to accomplish corporate plans,
especially in mortgage banking and insurance sector
 Gained expertise in handling:
o Financial Services - US Mortgages, End-to-End Portfolio Management of Bankruptcy/ Foreclosure (Default Services),
Valuation, Tax Services
o UK Mortgages- Loan Origination, Underwriting, Loan Servicing & Arrears - Collection & Recoveries
 Proficient in account payables vendor set-up and administration PO & Non PO Invoice Processing
 Skills in handling various international Transitions such as :
o UK transition of Residential Mortgage process for a period of one year
o US transition of Mortgages - Default servicing and AP – invoicing process
 Emerged as one of the key members responsible setting up business unit in Shimoga, Karnataka and liaised b/w on & off-
shore teams to ensure smooth operations/transitions
 Distinction of signing off a 60+ FTE opportunity under the A/R domain to be implemented during Q4 of 2010
 Prudent, disciplined & self-motivated professional with excellent interpersonal, communication & organizational skills
CORE COMPETENCIES
 Delivering solutions to complex business problems; handling project management activities viz. planning, scoping,
estimation, tracking, delivery management & post implementation support
 Understanding forecast variance and accuracy with cause effect analysis in comparison with customer forecasts,
inventory data as well as statistical forecast vs. judgmental forecasts
 Ensuring that the company’s account and opportunity team members are well-orchestrated with their partner
counterparts and leveraged around accounts and opportunities, by strategy and capabilities of each supplier
 Assessing the performance of the vendors based on various criterions such as percentage for rejections, quality
improvement rate, timely delivery, credit terms, etc.
 Undertaking operations management responsibilities of removing unnecessary procedures in process for efficient
functioning
 Ensuring uniformity in handling transitions and process understanding at the client’s and the organization’s end
 Leading a project of developing & implementing a new software platform for processing loans
 Mapping customer requirements and providing them best solutions involving evaluation and definition of scope of project
and finalisation of project requirements
 Defining service standards and guidelines that serve as benchmark for excellent service delivery
WORK EXPERIENCE
Apr’11-May’15 Easiprocess Pvt. Ltd., Bangalore- (Subsidiary of One Savings Bank PLC )as Delivery Services Manager
Key Result Areas:
 Steering operations of handling a team of 80 resources across Bangalore and (Pune) locations
 Managing a business of GBP 4 million in service revenue
 Handling day to day operations for mortgage vertical in Residential and Buy-To- Let Mortgages
 Setting up targets & SLA, setting and maintaining CTQ (Critical to Quality) targets
 Benchmarking best practices, reviewing matrices to ensure consistency in quality of interaction with customers and
foster a continuous improvement in service levels
 Implementing strategies for building team effectiveness by promoting a spirit of cooperation among team members
 Conducting project audits and ensuring compliance of the same
 Liaising with the workflow development team for development and re-engineering of workflows
Highlights:
 Acclaimed for effective handling transitions of new processes by using various measures
 Conducted a time & motion study and increased the project profitability by reducing the FTE count
 Appreciated for maintaining low attrition rate by motivating the users

2.  Established maximum cross training and ensured 80% of the FTEs in the team were cross trained on a different processes
and 100% of the FTEs (tenured >1 year in the process) were cross trained on all processes within the same projects
 Handled successfully transitions for more than 9 processes covering end to end origination and Direct Debit collections
 Key person on transitioning collection process (voice base) to Bangalore
May’03-Apr’11 Xchanging Private Ltd., Bangalore as Assistant Manager
Growth Path
May’03- Apr’07 Team Lead & Team Coordinator
Apr’07-Apr’11 Assistant Manager- Operations & Implementation
Key Result Areas:
 Monitored on-site transition of default services and claims process vertical under mortgages of 55 seats
 Undertook drafting of RFP, RFI (Request for Proposal and Request for information)
 Formulated detailed study on setting up SLA’s and ensured compliance to the same
 Assessed tax services which consisted of Tax ID set up, Tax Delinquency and Tax Disbursement processes
 Monitored default title process consisting of O&E and TSG title reports of the ownership and liens on the property
 Checked low and mid complexity processes across Mortgages/ AP Invoice Processing and transitioned it from Bangalore
to Shimoga to enhance deal profitability 40 seats
 Recognized the processes to be transitioned from the client location to Bangalore consisting of 60 seats on AR domain
which was transitioned in Q4 of 2010
Highlights:
 Recognised for :
o “Outstanding Services” by the internal customers on the overall transitions of mortgages processes b/w
Bangalore/Shimoga – Q2 2010
o “Outstanding Services” by the UK/US customers on the overall transitions of Insurance processes
 Handled transitions effectively for a global leader in insurance and received appreciation for the same
 Distinction of generating an annual revenue of $1.5 million
 Maintained operational relationship with all the customers and achieved project rating 3.5 on 4 (with rating 4 being
outstanding) consistently
 Led the Mortgage Banking Project with a team size of 50 with an annual revenue of over $2.5 million
 Handled responsibilities as an underwriter for a leading bank in UK
 Received appreciation for outstanding performance by customers for meeting transition timelines and budget
Commenced career with Ocwen Financial Solutions Pvt. Ltd., Bangalore as Sr. Associate - Satisfaction and Foreclosure
Department from Jul’01-May’03
Highlights
 Served as part of pilot team for foreclosure management and managed a portfolio of over 20,000 default loans covering
end-to-end foreclosure management which included following the US state regulations for foreclosure proceedings based
on judicial, notice and no-notice state rules
ACADEMIC DETAILS
2004 Post Graduate in Business Administration (Finance) from Symbiosis Centre of Distance Learning, Pune
2000 B.Sc. (Computer Science) from National College, Bangalore, Bangalore University
PROFESSIONAL ENHANCEMENTS
 Train the Trainer
 Project Management Professional from PMI
 Next Step Methodology – A Complete Project Management Life Cycle
 Ontrac Leadership Program
 Bullet Proof Managers Training Program
 ISO 9001:2000 Certified Internal Quality Auditor from NQA
 Certification Course in E-Commerce
PERSONAL DETAILS
Date of Birth: 25th December, 1979
Address: # 812, Mythri, 6th Main, Raghavendra Block, Srinagar, Bangalore - 560055
Languages Known: English, Kannada, Hindi and Telugu
US Visa: B1/B2, valid until September 2018