Deputy Manager
1 month ago
We are seeking a highly experienced Deputy Manager to lead our US Mortgage Servicing Operations team. The successful candidate will have a strong background in managing teams in US Mortgage Servicing operations and will be responsible for driving productivity and efficiency, analyzing reports, and ensuring timely updates and reviews of SOPs and issue logs.
Key Responsibilities:- Manage complex US Mortgage Servicing operations process on a day-to-day basis
- Independently resolve outstanding issues and communicate/escalate problems to clients and Senior Management
- Participate in industry initiatives and working groups as required
- Drive productivity and efficiency
- Analysis of reports and determine authenticity of the report, and ability to identify significant variances
- Complete ownership of deliverable of team and handling escalations
- Attend daily calls with customer and explain the status/progress of deliverables
- Respond to customer queries on deliverables
- Help team members to fix the issues in daily activities
- Act as first/second level of escalation on delivery issues
- Supervision of Lead Analysts, Senior Analyst, and Analyst
- Ensure all reference data-related activities are completed as per client expectations
- Meet the TAT and error-free delivery
- Contribute to process streamlining and improvement
- Plan and prioritize all projects handled by the team
- Ensuring Checklist, Metrics, and EOD activities are completed and signed off
- Ensuring timely updates/review of SOPs, Issue Logs
- Ensure adherence/managing KPI and SLAs on an ongoing basis
- Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
- Maintenance of escalation policies
- A proactive approach to problem-solving, taking ownership of issues and having the determination to follow things through
- Ensure attritions targets are not breached
- Managing a team of agents in customer-driven environment
- Actively participate in governance calls with the clients for effective process management
- Manage operations through end-to-end planning, metrics review, and root cause analysis
- Manage Client relationship as part of operations delivery
- Drive change by successful implementation of process improvement recommendations
- Review overall staff performance and recommend training needs
- Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery
- Total 8+ years of Exp with Min 4-5 years of experience in managing teams in US Mortgage Servicing operations
- Min 2 Years as an Assistant Manager
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