Senior Manager
3 days ago
About Us
Moder is a technology-driven outsourcing company that has been serving the US Mortgage, Insurance, and Banking industries since its inception. Our team consists of industry experts who provide end-to-end component-based outsourcing solutions.
We specialize in managing one-off projects to becoming an extension of the customer service or operations team. Our goal is to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.
Job Description
We are seeking an experienced professional to join our team as a Manager of Operations. This role will be responsible for managing processes in servicing within the rapidly evolving US Mortgage Banking industry.
The ideal candidate will have a proven track record in operations, leveraging their industry knowledge, exceptional communication skills, and ability to expand market presence and revenue growth.
Key Responsibilities
- Team Management: Supervising and managing a team of agents, team leaders, and assistant managers, including their performance, productivity, and adherence to business regulations and procedures.
- Work Allocation: Assigning tasks, projects, and client assignments based on each team member's skill set and workload capabilities.
- Maintaining Quality Standards: Conducting frequent quality audits to identify improvement areas and provide feedback to Team leaders and agents.
- Establishing Quality Control Processes: Monitoring data integrity, system performance, and overall project success.
- Collaboration: Working with key stakeholders across departments to gather requirements, communicate project updates, and address concerns throughout the transition process.
- Change Management: Developing and implementing change management strategies.
- Training and Support: Coordinating training sessions and providing ongoing support to the functional team to facilitate a successful transition.
- Budget and Resource Management: Managing project budgets and allocating resources efficiently to achieve project goals within financial constraints.
- Detailed Documentation: Maintaining detailed documentation of process, milestones, and outcomes. Regular reporting to leadership and project stakeholders.
- Process Optimization: Identifying opportunities for process optimization and system enhancements, driving ongoing improvements in efficiency and effectiveness.
- Audit Preparation: Preparing and reviewing documents for internal and external audits.
- SLA Management: Ensuring all processes and deadlines for service level agreements are met.
- Presentation Development: Preparing presentations and materials for client and prospective client meetings.
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