Senior Operations Manager

2 weeks ago

Chennai, Tamil Nadu, India 2coms Full time
About the Role
2coms seeks a highly skilled Senior Operations Manager to lead our team in US Mortgage Servicing operations. As a key member of our leadership team, you will be responsible for overseeing daily operations, managing teams, and driving business growth.

Key Responsibilities
• Manage complex US Mortgage Servicing operations processes 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
• Analyze 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
• Supervise 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
• Ensure 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

Requirements
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

Requirements
Min 4-5 years of experience in managing teams in US Mortgage Servicing operations Essential Skills-
• Experience in managing US Mortgage Servicing operations with teams of 25-30 associates in outsourced environment
• Customer Focus: must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers.
• Functional/Technical Skills: must possess very strong US mortgage servicing domain along with quantitative, analytical, and technical aptitude skills
• Drive for Results: must possess the ability to work under pressure, meet deadlines, and be accountable for performance.
• Time Management: must be able to multi-task, be detail-oriented, and demonstrate strong organizational skills.
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• Written Communication: must possess the ability to effectively, accurately, and concisely convey thoughts and concepts, and provide information to all organization customers.
• Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action.
• Decision Quality: must possess the ability to work independently, establish priorities, and demonstrate good judgment skills.

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