Sr. Associate

3 weeks ago

Chennai, Tamil Nadu, India Mphasis Full time

Performance Coach

Digital Risk's mission to Make Mortgages Safe relies on the perfect blending of human experience and state-of-the-art technology to serve its workforce and clients.

Digital Risk's 1,500+ team members make us one of the largest mortgage outsource providers in the U.S., supplying appraisal and mortgage processing, underwriting and closing to the largest banks and loan originators.

Position Overview:

The Performance Coach (PC) is a critical lever in improving employee performance and achievement. The role of the Performance Coach is to improve achievement by building employee capacity and understanding of business practices through on-the-job training. The Performance Coach primary responsibility is to support the directors, managers, and employees in their respective areas to ensure both Digital Risk and DRMS's expectations and objectives are met through the creation, implementation, and continual improvement of standards, processes and procedures required to deliver high quality results. The Performance Coach serves as an integral part of the training and ramp of new associates to ensure successful completion of authority process and ramp to full proficiency. The Performance Coach is required to create, update and facilitate onsite training as required. Travel is required to accommodate the Business needs.

Essential Job Functions:

 Build strong relationships with management, unit leaders, and other production staff

 Focus on customer interaction development and mastery

 Review applications in various states to assist the production space with production and quality, providing coaching where necessary

 Focus on improving process workflow efficiencies and productivity of their respective team and scope of work

 Remain up-to-date on the most current processes and best practices of each function, identifying new processes and documenting/communicating the new steps and process flows

 Identify areas of opportunity and efficiencies for employees to close production and/or quality gaps

 Field multiple request from various project leaders and prioritize based on project goals/needs

 Develop guidance materials, best practices, huddle documents and present to employees

 Offer encouragement and guidance for employees

 Teach, influence and inspire employees based on project goals through huddles and day-to-day activities

 Help employees understand the project/department intricacies

 Help employees identify and search for resources

 Help employees learn the proper decision points for their given project

 Analyze data to identify production impediments and partner with leadership to develop corrective actions

 Expected to support and collaborate with the Learning and Development Department to ensure training materials are accurate and that knowledge is being transferred on-the-job

 Provide SME support during new hire training

 Create, update curriculum and learning materials for training

 Provide Onsite facilitation of training

 Travel as required by the Business needs

 Develop and assist with continuous learning after new hire ramp, as well as weekly focus based on quality feedback

 Help projects/departments diagnose problems and develop action plans and best practices for success

 Carry a pipeline of active loans to maintain authority credentials and full understanding of project scope

Requirements:

Knowledge, Abilities and Skills: This position requires a deep commitment to the mission, ideals and core values of Digital Risk and to advancing the educational attainment of employees. Interested candidates should be able to demonstrate the ability to think strategically, work effectively and produce results.

Education, Training, and Experience: Successful candidates will have at least one year of successful experience in their given role at Digital Risk and a proven track record of extraordinary productivity and quality outcomes. Successful candidates must also have:

 excellent oral and written communication skills;

 highly organized and able to juggle multiple deliverables at once with timely results;

 self-starter who can effectively manage time and capacity;

 acts as an ambassador to the leadership team;

 outstanding interpersonal and teamwork skills;

 goal- and results-orientation;

 superior problem-solving and critical thinking skills; and

 ability to thrive and succeed in a fast-paced, entrepren

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