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Associate Manager - Mortgage Operations
We are seeking a driven and experienced professional to join our team as an Associate Manager for Mortgage Operations. This position is brimming with opportunities for professional growth and development, especially for a dedicated individual who thrives in a dynamic and customer-centric environment.
Key Responsibilities
· Managing end-to-end Mortgage Operations ranging from Origination to Servicing.
· Ensuring proactive Customer Relationship Management - You will be the single point of contact for customers to address any operations-related queries.
· Ensuring required Service Level Agreements (SLA) and Turn Around Time (TAT) are maintained at all times.
· Scheduling and attending regular meetings with clients to stay connected and reporting on team performance.
· Streamlining transitions (offshore) with new clients without any challenges and ensuring effective communication during this process.
· Identifying opportunities with existing customers for upselling and cross selling other services.
· Creating/Managing process documentation for all customers.
· Collaborating with the MIS team to ensure timely delivery of performance reports to all clients.
Skills and Qualifications
· Prior experience in Operations Management.
· 12+ years in Mortgage Operations.
· Experience of managing a team of 40-60 Full-time Employees.
· Leadership and CRM skills.
· Excellent Communication skills.
· Transition Experience.
· Hands-on experience in handling clients directly.
· Proven track record in People Management.
Benefits
· Performance-based Incentives.
· Flexible work Environment.
Location
The role will be situated at our J P Nagar office.
Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure continuous business operations
Key responsibilities
- Defines and owns the end to end production support process for our applications
- Takes accountability for issue resolution within defined SLAs
- Obsesses about system quality and customer experience
- Establishes a culture of doing detailed RCAs to get to the bottom of every issue
- Partners with development teams (internal and external) to prioritize issues
- Partners with infrastructure team for infra planning based on projected production load
- Tracks issues through to closure with development teams and customers Internal Use--Confidential
- Takes actions to prevent issues from recurring
- Earns trust of the users dependent on production support
- Maintains knowledge bases for issue management
- Communicates with organizational leadership on issues, statuses, and performance against KPIs
- Hires and operates a high–performing team
KPIs
- # of reported issues
- # of open issues
- MTTR
- SLA compliance
- % of incident reduction based on permanent fixes/automation/utilities
- Customer satisfaction score