Deputy Manager (Loan Servicing)

Opening for Deputy Manager (Loan Servicing) Leading MNC- Chennai

Exp- 8+ (Min 2 Years Assistant Manager)

Location-Chennai

CTC-13 LPA

Shift- US Shift

Notice- Immediate-30 Days

Job Description-

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.

• Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.

• Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.

• Ability to manage client escalations and client relationships

Responsibilities-

Managing complex US Mortgage Servicing operations process 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 and and when required

• Driving productivity and efficiency

• Analysis of 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

• Supervision of 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.

• Ensuring Checklist, Metrics and EOD activities are completed and signed off.

• Ensuring timely updates/review of SOPs, Issue Logs

• Ensure adherence / Managing KPI and SLAs on 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 enviornment

• 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