SBSwapnil B
@swapnilb
Customer service leader specializing in AML, KYC, US mortgage operations, and process improvement.
IndiaWhat I'm looking for
I am a results-driven customer service and operations leader with over 10 years of experience across BPO/KPO domains, specializing in US Mortgage, Banking, AML/KYC onboarding, background verification, and US healthcare/retirement processes. I combine Basic Lean and Six Sigma training with hands-on team leadership to optimize workflows, reduce cycle times, and maintain regulatory compliance.
I have led teams across banks and service providers—managing AML/transaction monitoring, mortgage pre-op underwriting, claims and revenue cycle operations, and customer escalations—delivering measurable improvements in client satisfaction and operational efficiency. I focus on training, process documentation, and implementing controls that support compliance with CFPB, BSA, OFAC, ERISA, HIPAA, and lending guidelines.
Experience
Work history, roles, and key accomplishments
Deputy Manager
Kotak Mahindra Bank
Nov 2023 - Dec 2024 (1 year 1 month)
Managed AML, transaction monitoring, KYC, investment and NRI accounts while overseeing home loan processing, underwriting, documentation and compliance; led AML/KYC team and implemented process improvements to enhance efficiency and fraud detection.
Team Manager
Fly4Wonders
Jul 2022 - Nov 2023 (1 year 4 months)
Led teams handling US banking AML, KYC onboarding, background verification and mortgage pre-op underwriting; ensured regulatory compliance and improved client satisfaction by 20% while managing payroll and performance for a 25-member team.
Senior Transaction Officer
Mphasis
Sep 2020 - Jul 2022 (1 year 10 months)
Led a US mortgage team covering pre-op underwriting, agency and non-agency loans, onboarding and US-retirement processes; enforced AML/KYC standards, SAR reporting and led Lean Six Sigma workflow improvements to reduce AHT.
Revenue Cycle Officer
Inventurus Knowledge Solutions
Sep 2018 - Aug 2020 (1 year 11 months)
Managed accounts receivable and EVBV for US healthcare and retirement claims, handling claims processing, denials management and compliance audits while ensuring HIPAA and ERISA regulatory adherence.
Team Leader
Fly4Wonders Travels Pvt Ltd
Nov 2016 - Sep 2018 (1 year 10 months)
Supervised airline reservation, ticketing and IATA compliance operations, led a 20-member team, managed complex PNR modifications, re-issuances and refunds while improving customer service standards.
Senior Consultant
Sutherland Global Services
Aug 2014 - Nov 2016 (2 years 3 months)
Managed US mortgage foreclosure and underwriting processes and UK insurance claims handling; specialized in title searches, deed verification and foreclosure compliance while training underwriting teams.
Associate Ops
WNS Global Services
Jan 2012 - Jun 2014 (2 years 5 months)
Handled UK insurance claim verification and maintenance, ensuring complete documentation, timely updates and risk identification across claims lifecycle to maintain TAT and accuracy.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Mumbai
Bachelor of Arts, Industrial Psychology
Completed a Bachelor of Arts in Industrial Psychology focusing on workplace behavior and organizational practices.
DUDr. Babasaheb Ambedkar Marathwada University
Master of Business Administration, Information Technology
Completed a Master of Business Administration with a specialization in Information Technology.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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