Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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• Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
• Drive performance management, coaching, mentoring, and team development initiatives.
• Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
• Monitor workflow, quality, compliance, and risk controls within mortgage operations.
• Collaborate with internal stakeholders to improve operational processes and customer experience.
• Support business transformation, process improvement, and continuous improvement initiatives.
• Track operational metrics and implement actions to achieve business goals and performance targets.

• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in:
  • Mortgage Underwriting
  • Loan Origination
  • Residential Lending
  • Property Lending
  • Commercial Lending
• Proven experience managing teams in a voice-based BPO/Contact Center environment.
• Strong understanding of the loan approval and underwriting process.
• Strong knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation processes.
• Working knowledge of FDCPA, Debt Validation requirements, Mortgage Compliance, Risk & Control Frameworks, and Regulatory Audits.
• Experience managing operations involving Judicial/Non-Judicial Foreclosures, Collections, Consumer Complaints, and Compliance Monitoring within Mortgage Services.
• People management experience handling teams.
• Knowledge of mortgage policies, documentation, compliance, and lending practices.
• Excellent stakeholder management, communication, and problem-solving skills.
• Ability to drive operational performance, productivity, and customer service outcomes.

• Business Excellence
• Process Excellence
• Lean Six Sigma methodologies
• Continuous Improvement initiatives
• Operational Transformation projects
• Quality Management and Process Optimization
• Change Management and Productivity Improvement initiatives

1. UK Mortgage Market (Preferred)
2. US, Australian, or any other geographic mortgage market experience can also be considered.

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• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

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• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects