Head - Mortgage Operations

As Associate Vice President, lead and manage specific divisions in Mortgage operations (i.e. Underwriting / Processing/ Closing and Post Closing). Be well versed with US Mortgage market, formulate and implement operational plan for their respective division, meet the business goals and deliver world class service to their customers. Provide direction to Front line supervisors and have exceptional people management skills.Principle responsibilities:• Responsible for service delivery and customer delight• Establish strong relationship with clients • Maximize same account revenue growth• Establish and monitor processes and systems in place to ensure high quality of delivery• Organize review meetings with clients on process performance and overall health• Champion process improvement measures to improve efficiencies • Act as an interface between client and team and ensures effective communication• Support the quality team to develop, implement and maintain a quality plan to standardize process quality systems and policies across locations• Ensure timely intervention and resolution of client escalations• Management reportingTeam responsibilities:• Identify, onboard and retain right talent• Develop and organize training programs for effective service delivery • Mentoring and coaching team managers• Review team’s performance against operating plans and standards• Coordinate and liaison with inter departments for smooth functioning of operations• Optimize operational cost and meet revenue per FTE targets• Develop short and long-term plans and budgets based upon broad organization goals and objectives. • Identify risks within process, generic and IS environments and implement controls to promote effective process flow, thereby solidify management control and direction of the business unit. • Manage forecasting, staffing and scheduling to meet monthly and quarterly revenue budget and other financial goals

• Responsible for leading and deliver consistently high standards operational delivery, stakeholder management, strategic planning• Managing stakeholder escalations• Manage volumes through peaks and troughs through resource planning.• Monitor accuracy and identify control points to avoid future occurrence of errors• Periodic review of KPIs (utilization, productivity, volume, etc) and process related documents (Service Schedules, etc)• Manage new migrations as per change control procedure• Monitor individual productivity and identify process changes to improve productivity ( cross training, process changes, automation )• Adequately manage the various projects and initiatives which lead to process improvement (including onshore driven initiatives and projects)• Identify, Highlight and provide suggestions to mitigate risks during project lifecycles• Ensure no operational/reputational losses• Manage employee engagement initiatives, rewards and recognition activities for the team• Ensure that adequate capacity and capability is available at all times

• Day to day management and oversight of the Unit• Maintain cohesive relationship with the business partners aimed at ensuring highest level of customer service • Maintaining client Service Level Agreement Standards (SLAs) & improve client satisfaction scores • Ensure effective workflow management in order to meet agreed CTQ’s (Critical to Quality parameters) at all times • Manage daily, weekly and monthly staffing level in line with volume trends. • Supervise the Quality Monitoring team that’s responsible for process quality • Identify training requirements and design training plans for the team • Revisit Monthly evaluation system on regular basis to consistently improve efficiency • Mentor, train & build the team members and groom them to create strong succession plan • Identify growth opportunities in the portfolio by adding additional work types • Reduce cost and increase productivity by driving efficiency through innovation

• Gathering requirements on the as-is business process and mapping the business processes and documenting detailed business requirements• Conceptualizing requirements and delivering appropriate solutions; providing end to end process solutions for the client. • Analyzing and presenting the cost and budgeting for resource allocation. • Mapping business / client’s requirements and translating these requirements into functional specifications • Assisting internal business partners and IT personnel to define and refine business strategy and supporting operational processes. • Develop quick and long term fixes for Operational and process risks. • Perform gap analysis between goals and existing procedures and bridge any gaps proactively • Partner with the onshore team to deliver agreed SLA Targets in line with business goals. • Undertake corrective measure to mitigate and manage risk • Identify ways of improving service/adding value/ reducing costs in line with business goals

• Day to day management of the Foreclosure team • Drive completion of daily, weekly and monthly production targets • Certified Foreclosure SME, in charge of monthly calibrations with onshore • Complete weekly Quality monitoring for the team including feedback closure. • Act as the communication bridge between onshore management team and the off shore production team for process related updates and changes • Develop and publish regular reports to cater to the needs of the process and the end client • Responsible for training and hand holding new recruits in the Foreclosure team • Build controls to ensure audit, compliance as well as process requirements are met