Senior Manager – Operations
5 hours ago
Key Responsibilities:
- Lead and manage underwriting operations across multiple teams to deliver high-quality outcomes within defined SLAs and turnaround times (TATs).
- Develop and implement strategic plans to optimize team performance, capacity planning, and resource utilization.
- Monitor underwriting decisions for adherence to client guidelines and regulatory standards.
- Collaborate with quality, training, and compliance teams to drive accuracy and reduce error rates.
- Analyze process gaps and implement improvement initiatives using Lean/Six Sigma methodologies.
- Ensure effective communication and coordination between cross-functional teams and external stakeholders.
- Review and interpret underwriting data and trends to provide business insights and recommend operational strategies.
- Drive performance reviews, governance reporting, and client presentations.
- Manage team escalations, mentor managers and team leads, and promote a culture of accountability.
- Maintain operational compliance with internal policies, industry regulations, and client-specific requirements.
Key Skills & Competencies:
- In-depth understanding of underwriting processes (mortgage/loan/insurance).
- Strong leadership and team management skills in a high-volume operations environment.
- Decision-making ability in complex underwriting scenarios.
- Proficiency in workflow management, reporting tools, and operational metrics.
- Excellent communication, client management, and stakeholder engagement abilities.
- Experience in process improvement, automation, and change management.
- Strong analytical skills and familiarity with quality tools (RCA, Pareto, etc.).
Qualifications & Experience:
- Graduate/Postgraduate in Finance, Commerce, Business Administration, or related field.
- 12 years of total experience with at least 6 years in underwriting operations leadership.
- Experience in US/UK/AU mortgage or financial underwriting processes preferred.
- Certification in Six Sigma, PMP, or similar methodologies is an added advantage.
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