Princee Narula
@princeenarula
I lead client governance, compliance controls, and mortgage servicing operations across enterprise portfolios.
IndiaWhat I'm looking for
At Onity, I lead strategic client relationships across a $9.84B mortgage-servicing portfolio, improving client NPS from 33% to 68.75% through executive debriefs, remediation planning, and governance.
I've built scalable onboarding, Service Excellence, QBR, KPI dashboard, client education, and Salesforce outreach programs. I also led 8+ high-priority client implementations with zero critical escalations.
Across 22+ years in BFSI and mortgage servicing, I've designed 150+ processes, built QA and audit controls, managed attorney and vendor networks, and developed teams delivering regulated, deadline-critical work.
Experience
Work history, roles, and key accomplishments
Senior Manager – Client Administrator
Ocwen Financial Solutions Pvt Ltd (Onity)
Jun 2022 - Present (4 years 3 months)
Direct strategic relationships with 8 enterprise clients across a $9.84B, 32,155-loan portfolio, driving high satisfaction and swift issue resolution. Improved client NPS from 33% to 68.75% through structured governance and remediation programs.
Manager, ARM
Ocwen Financial Solutions Pvt Ltd
May 2018 - Jun 2022 (4 years 1 month)
Led Assistant Managers and Team Leaders across vendor management operations, driving productivity improvements in Black Knight Loansphere. Designed and implemented 150+ standardized processes across foreclosure, bankruptcy, and contact management.
Assistant Manager, ARM
Ocwen Financial Solutions Pvt Ltd
Jul 2014 - May 2018 (3 years 10 months)
Managed a national network of U.S. attorneys and vendor performance reviews to drive loan resolution and foreclosure compliance. Led Controllable Sales Postponement initiatives, improving regulatory compliance and sale-held performance.
Assistant Manager & Project Coordinator
Datamatics Financial Services
Aug 2012 - Jul 2014 (1 year 11 months)
Managed Web Research and Voice Operations departments, growing revenue through client servicing and SLA/KPI management. Streamlined project scripts, reporting, and client retention strategy.
Team Manager
JPMorgan Chase Pvt Ltd
Dec 2009 - Aug 2011 (1 year 8 months)
Led migration of the ePay Queue process from Orlando to Mumbai, building SOPs, scorecards, and SLA compliance frameworks from scratch. Drove employee engagement and customer-satisfaction improvement projects.
Education
Degrees, certifications, and relevant coursework
Ismail Yusuf College
TYBSc, Botany
2011 - 2012
Completed TYBSc in Botany from Ismail Yusuf College during 2011-2012.
Elphinstone College
SYBSc, Microbiology
2002 - 2003
Completed SYBSc in Microbiology from Elphinstone College during 2002-2003.
Elphinstone College
HSC, Science
2000 - 2001
Completed HSC in Science from Elphinstone College during 2000-2001.
St. Martin's Public School
CBSE Board
1997 - 1998
Completed CBSE Board education from St. Martin's Public School, Delhi during 1997-1998.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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