Team Lead

Job Description: Team Leader – US Mortgage Outsourcing Services (India)

Position Title: Team Leader – US Mortgage Operations

Location:
Pune / India (Work from Office)

Department:
US Mortgage Outsourcing Services

Reports To:
Operations Manager / Process Manager

Shift:
US Shift (EST/PST)

About the Role

The Team Leader will oversee day-to-day operations of a US mortgage process (such as Origination, Processing, Underwriting Support, Closing, Post-Closing, Servicing, or Title processes). This role requires strong process knowledge of US mortgage workflow, excellent people management skills, and the ability to deliver high-quality results in a fast-paced outsourcing environment.

Key Responsibilities

Operational Management

• Lead, manage, and motivate a team of 10–20 mortgage associates to meet daily SLA and productivity targets.
• Allocate tasks, monitor queues, track volumes, and ensure timely process completion.
• Perform regular quality checks and ensure adherence to US mortgage regulatory guidelines and client-defined standards.
• Provide process expertise and support on complex cases, exceptions, escalations, and client queries.
• Maintain daily/weekly/monthly MIS reports, dashboards, and performance trackers.

People & Performance Management

• Conduct daily huddles, one-on-ones, and team meetings to communicate updates, targets, and process changes.
• Drive performance through coaching, mentoring, and structured feedback sessions.
• Identify training needs, skill gaps, and coordinate with the L&D team for refresher or upskilling sessions.
• Manage attendance, schedule adherence, roster planning, and basic HR escalations in coordination with leadership.

Client Management

• Act as point of contact for US-based clients for daily operations, updates, issue resolution, and performance reviews.
• Ensure strong client satisfaction by maintaining high quality, compliance, and responsiveness.
• Participate in client calls, business reviews, and audits.

Quality & Compliance

• Ensure all tasks meet regulatory and compliance requirements such as CFPB guidelines, investor standards (Fannie Mae, Freddie Mac), RESPA, TILA, and company SOPs.
• Implement process improvements, risk mitigation strategies, and best practices to enhance accuracy and efficiency.
• Support internal and external audits with data, documentation, and corrective action plans.

Required Qualifications & Skills

Education

• Bachelor's degree in any Commerce, Arts or Business Administration.

Experience

• 4–7 years of experience in US Mortgage BPO/KPO industry.
• Minimum 1–2 years of experience leading a team.
• Hands-on experience in any mortgage domain: Origination, Processing, Underwriting Support, Closing, Post-Closing, Servicing, QA, or Title.

Technical & Functional Skills

• Solid understanding of US mortgage lifecycle, compliance rules, and investor guidelines.
• Experience working on LOS/LMS tools like Encompass, Empower, MSP, Resware, LPS, Black Knight, etc.
• Strong knowledge of Excel reporting, dashboards, SLA management, and quality control concepts.
• Ability to analyse data, identify bottlenecks, and implement process improvements.

Soft Skills

• Excellent communication skills (verbal & written) for client interaction.
• Strong leadership, conflict management, and decision-making abilities.
• High attention to detail and commitment to accuracy.
• Ability to work under pressure in tight deadlines and US shift hours.

Key Competencies

• Result orientation
• People management
• Client focus
• Process excellence
• Quality mindset
• Analytical thinking
• Adaptability & problem-solving