Loan Servicing Manager

Job Description Summary
Manage & Assistant Manager - Commercial Real Estate

Position Overview

*Department:* Commercial Real Estate

*Reports To:* Senior Manager/AVP

*Direct Reports:* Assistant Managers/Team Leaders/Senior Executives

Job Purpose

The Manager is responsible for ensuring service delivery per agreed Service Level Agreements (SLAs) from reporting teams. This role requires ensuring Service Delivery and Process Improvement while maintaining flexibility to work in WFH, WFO, or hybrid models as per business requirements.

Key Responsibilities

*Service Delivery Management*

• Manage day-to-day workflow and assign work based on productive hours and productivity standards

• Ensure daily productivity targets and deliverables are met

• Work closely with stakeholders to identify requirements and translate them into work products

• Oversee existing products and manage new product transitions

*Process Management & Documentation*

• Maintain and update process/product procedure documents and process maps

• Obtain periodic approvals from process owners

• Identify and manage process improvement or RPA requirements through learning curve analysis, process reengineering, and automation

*Team Development & Training*

• Conduct regular training programs, briefings, and feedback sessions

• Ensure team achieves quality standards per SLAs and KPIs

• Conduct interactive sessions to understand team concerns and align them with organizational goals

• Organize team building exercises to improve morale and cohesiveness

*Reporting & Analytics*

• Prepare, review, and present management reports/dashboards

• Conduct forecasting and variance analysis

*People Management*

• Track attendance and manage leave planning

• Complete appraisals per the appraisal cycle

• Delegate assignments effectively and follow up on completion

• Share relevant information and ensure active team participation

*Stakeholder Management*

• Interact regularly with stakeholders to exchange information and manage expectations

• Escalate critical issues when required

• Coordinate with HR, Admin, Finance, and Tech departments to support team members

Qualifications & Experience

*Education*

• Graduate/Post Graduate (preferably in Commerce) with good academic background

• Management degree is an added advantage

*Experience*

• 5-10 years in US Real Estate, preferably Commercial Loan Servicing

• At least 5 years in people management role

• Product transition experience is an added advantage

*Domain Expertise - Commercial Mortgage Servicing & Surveillance:*

• Financial Statement & Rent Roll Review/Analysis/Normalization

• Inspections

• Financial & Legal Covenant Set Up & Monitoring

• New Loan Set Up & Modifications

• Tax Set Up & Modifications

• Payment Processing

• Escrow/Reserve Administration

• Reserve/Capex Disbursement Processing

• Payoff Processing

Required Skills

*Technical Skills*

• Strong English comprehension and articulation (verbal and written)

• Advanced proficiency in MS Excel, Word, PowerPoint, and Visio

• Excellent problem-solving and analytical skills

• Strong mathematical and detail-oriented abilities

• Commitment to quality work delivery

*Organizational Skills*

• Ability to manage multiple tasks under pressure with minimal supervision

• Strong time management and ability to meet/exceed deadlines

• Appropriate sense of urgency in managing responsibilities

• Ability to prioritize and understand urgency of requirements

• Effective delegation capabilities

• Strong follow-up skills

• Excellent planning and implementation abilities

*Leadership Skills*

• High degree of reliability, integrity, and trustworthiness

• Takes ownership of responsibilities and risk management

• Presents well-thought-out recommendations

• Recognizes and respects others' strengths

• Ability to train staff on new duties

• Adaptable to changing envi…

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