Sumit Parihar

About Sumit Parihar

BPMS Certified Professional with nearly 13+ years of experience with key focus on topline profitability and revenue expansion • Formulated, managed & executed organization change management activities including identifying change requirements, defining change strategy and plan, risk assessment & mitigation, action Planning & many more• Exhibited excellence in setting up the entire CRM structure for the organization; acted as an escalation gate for managing manager level escalation and ensured customer satisfaction• Skilled in managing end-to-end e-commerce operations; supervising sales on 34 different ecommerce websites which included Amazon, Flipkart, Myntra, Jabong, Paytm and many more • Led inbound, outbound and email, support team responsible for improving overall customer experience • Experienced in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and managing cost-effective operations• Consistent Top Performer with skills in building high performing teams that excel in delivering business value with high morale & low attrition; recruiting, leading, training and monitoring the team members for maintaining excellence in the service operations

Experience

1. Senior Manager Business Operations

   Genpact

   May 2021 — Present · Jaipur, IN

   Genpact | Senior Manager – BCM Mortgages & Underwriting (UK Market)May 2021 – Mar\'2024 - Manager April=2024 - Present - Sr ManagerKey Responsibilities & Achievements:End-to-End Mortgage Operations: Directed complete lifecycle from onboarding to servicing and underwriting across Broker, Telephonic, and Digital channels for UK market.Mortgage Underwriting Leadership: Led a specialized underwriting team responsible for credit risk assessment, affordability checks, and complex decision-making on high-value mortgage applications, ensuring compliance with UK regulatory standards.Decision Governance: Implemented robust risk-based frameworks for approval/decline decisions, reducing error rates and improving turnaround time by X%(insert actual figure if available).Productivity Leadership: Delivered 53% productivity improvement over 5 years through process optimization and automation.Workforce Management: Successfully handled 66 FTE reductions while maintaining service quality; managed a highest span of 160 team members, currently leading 125 employees including 6 managers.Revenue Growth: Generated additional revenue over 3 years by absorbing extra work without increasing capacity.Process Transitions: Led migration of 3 processes from 2 European banks, ensuring seamless integration and compliance.Project Excellence: GB Certified on 2 major projects driving operational efficiency and cost savings.Cross-Product Expertise: Contributed to initiatives in Unsecured Loans, Personal Banking, Financial Support, and Bereavement services.Leadership & Governance: Oversaw risk controls, compliance, and SLA adherence for UK mortgage operations.

Education

• IILM

  Master of Business Administration - MBA, Operations Management and Supervision

  2010 — 2011

Skills

• Fashion
• Team Leadership
• Project Management
• Retail
• Outsourcing
• Apparel
• Process Improvement
• People Management
• Risk Management
• Team Management
• Six Sigma
• Call Centers
• E-Commerce
• Strategic Planning
• Crm
• Sales Operations