Manager - Operations

Manager - Operations

Location: Mumbai, IN

Role & Responsibilities:

• Strong Knowledge of E2E Underwriting. Live UW, Post Close and Pre-Funding Underwriting
• Minimum 8 to 10 years of experience in Underwriting (US Mortgage)
• Ability to review investor findings and able to cure to minimize saleability risk Experience in managing UW team in builder loans, VA IRRRL, FHA loans, NonQM and Conventional loans

Leadership & Functional Skills:

• Experience, including supervisory experience, to maintain an in-depth understanding of the organization and business and handle problems and issues that arise, and solve problems without precedents or guidelines
• Exceptional verbal and written communication skills and presentation skills
• Process driven, self-starter, possesses high degree of skills with – time management, people management, discipline, negotiation
• Foresee risks, be proactive and predictive while developing mitigation plans for the program
• Understand the cultural nuances
• Ensure Noiseless Client Service Delivery
• Strong Client Relationship Management - Hands-on experience in preparing MBR/QBR decks, leading Client calls, SLA Management, Running CVC projects
• Protecting ECEB, delivery led growth and achieving MO targets
• Review weekly revenue and headcount trends, Q-o-Q projections, ensure optimal buffer levels, avoid revenue leakage, review PnL to identify discrepancies
• Willingness and flexibility to learn, take up additional responsibilities, be a self-starter
• Collaboration with Enabling functions to make things happen, Sense of accountability
• Would be responsible for building and leading multiple teams, work closely with managers, asst. managers and team leaders to manage multiple teams, implement strong controls and governance to provide seamless service delivery
• Ability to work on new business opportunities and participate in new business transitions
• Lay down robust processes to plan, control and monitor the key metrics of all processes and ensure 100% adherence to KPIs
• Create a culture that promotes performance, transparency, and participation within the team
• Ensure that employees are highly motivated and perform to their full potential by providing rewards and recognition, employee satisfaction

Performance management:

• Responsible for upskilling/reskilling team members, succession planning and providing career guidance
• Responsible for identifying and managing operational risk, coordinate with Ops risk team, BCP team, Infosec and Audit teams to ensure compliance to all regulatory requirements, zero findings in audit

People Management:

• Manage a highly motivated team
• Ensure strong employee communication in the program through different forums, employee engagement etc
• Building effective teams and developing direct reports

Business Performance:

• Maintaining client Service Level Agreement Standards (SLA's) & client satisfaction
• Manages BU operations to meet financial goals while meeting customer expectations
• Structured and periodic performance management

Client Management:

• Actively engages with Client for support and expectation management
• Client escalation handling and close looping
• Aligning priorities to ensure client SLAs are met

Educational Qualification:

• Must have a graduate degree or equivalent of (10+2+3) year of education.

Required skills:

• Good Analytical, Strategic Planning Skills
• Excellent oral and written communication skills
• Excellent telephone skills
• Product knowledge
• Should be quality driven.
• Negotiation, Influencing & Decision-Making Skills
• Good knowledge of MS-Office
• Problem Solving, Change Management & Rapport building skills
• Exhibits Accountability & ethical Behaviour
• Willing to take on challenging assignments
• Willingness to work shifts and during holiday / weekend as needed
• Ability to work under pressure
• Ability to deliver on time and as per specifications
• Confident, patient, and positive mind-set