Senior Manager

Found in: Appcast Linkedin IN C2 - 3 weeks ago


India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com


Job location : Remote

Position :Senior Manager- Process Excellence

Division : BPO

Experience : 10-15 years of experience in Mortgage Mandatory.

Roles & Responsibilities:

· Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses

· Develop and implement strategies to drive digitization, automation, and process improvement initiatives

· Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation

· Ability to analyse customer behaviour based on NPS/CSAT. Suggest significant changes through digital transformations.

· Map customer journeys and identify issues/opportunities for process re-engineering and digital enhancement.

· Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress.

· Ensure the use of problem solving and root cause analysis where necessary

· Deploy framework to improve Process performance on the shop floor.

· Responsible for generating business impact for the clients using the CI methodologies and frameworks


Qualifications:

· Bachelor’s degree in any discipline

· US Mortgage servicing experience. Both Voice & Backend

o Contact – Borrower Queries, Call scenarios, Call Centre metrics etc

o Backend – Modification documents, Claims etc

o Should have detailed understanding Origination/post-closing (preferred) or any other mortgage domain

· Lean Six Sigma Certification – Green Belt (Certification & Successful Project Completion)


Knowledge and expertise/skills required:

· Ability to analyse and interpret quantitative and qualitative data using excel or other statistical tools and translate insights into impactful recommendations

· Strong verbal and written communication skills

· Excellent presentation skills with proven competency in MS Excel and Powerpoint.

· Expert in change management and driving transformation

· Proven ability to build solid relationships with global, regional and local stakeholders at all levels

· Skillful in leading teams and working with global team(s)



Contact details

Neelam Sharma

Email-neelam.sharma1@sourcepointmortgage.com


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