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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.

• Support the transition by planning and overseeing the transfer of members from one location to another, including but not limited to operational readiness, support documentation, knowledge transfer and acceptance checklists
• Support in ensuring transition activity is planned and executed to schedule, budget and scope
• Support in establishing transition end to end plans including infrastructure support models, change management, risk assessment and mitigation, resource planning and service management with clear tollgates
• Liaise with transition lead on milestone scheduling, knowledge transfer activities, and communication of progress (KPIs)
• Keep stakeholders involved in transition process and update them with the progress and roadblocks
• Promote awareness of transition planning and support processes within the GCC
• Support the Transition Lead to source and assess opportunities to expand the centre (including assessment of Make vs. Buy, offshore / on shore)
• Work directly with third party resources on a day-to-day basis to support the transition process during the set-up of the GCC

Skills:

• Proven knowledge of service transition methodology, tools and templates through experience or qualifications
• The ability to identify, escalate and manage project risks with the Transition Lead
• 3+ years of experience transitioning / offshoring / outsourcing projects / functions across sub processes such as Biostatistics, reg. affairs, clinical ops, drug safety, medical Governance, strategy and planning, pharma covigilance
• Good exposure in previous roles to multi-cultural, transversal functions
• Pharma background with experience across the systems development life cycle with experience in different project phases
• Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing