Core operations - SDM - Mumbai

Job Description:

JOB TITLE:  Core operations - SDM

Role: A jobholder in this role will have key accountabilities for the day to day delivery of Customer Satisfaction whilst leading a highly productive and motivated team.

• Total 10-12 years of experience with a minimum of 5years of Managerial experience 
• Minimum of 5 years of experience in Mortgage processes [Loan Servicing (Foreclosure, Loss Mitigation and Bankruptcy processes)
• Excellent customer service & people management skills
• Experience on US Residential Mortgage Banking regulations (Preferred and not required)
• Ability to analyze problem situations, take ownership and resolve
• Excellent communication skills -- both oral and written
• Management and/or project experience 
• Good analytical skills
• Familiar with essential processes of Ops functional areas and able to work cross functionally
• Should be familiar with audit standards (quality and risk management)
• Excellent MS office skills- MS Word, Excel & PowerPoint Presentations

RESPONSIBILITIES—

• Manage day to  day operations for multiple processes
• Manage administrative functions of the team: job reviews, interviewing, team meetings, Training for new staff
• Should manage end to end operations and well versed with Transition, Training and Transaction quality framework/methodologies
• Producing internal metrics to measure performance, Identifying and correcting problem areas
• Supervise associates by monitoring volumes and patterns and schedule adherence. Report on daily performance, agent level performance and manage performance metrics
• Maintain a database to track all customer complaints/ process issues and causes and drive actions to minimize them
• Deliver on day to  day process targets in meeting customer SLA
• Maintain up to date knowledge of government regulations and real estate laws
• Develop performance standards, metrics and goals and manage the achievement of those goals
• Help develop automation and process improvement opportunities
• Ensure Compliance and controllership
• Make all necessary day to day decisions which effect the team and the work processed by the team
• Coach the team  for improved performance
• Be the first level of escalation for the team/ business.

Qualifications:

• Graduate or Post Graduate with excellent communications skills (oral & written)
• 10-12 years with Mortgage Experience specially in managing Origination or Servicing processes with a minimum of 5years of Managerial experience 
• Strong management/people skills
• Manage contingencies; Ability to analyze problem situations, take ownership and resolve

• Act as single point of contact for all operational issues at onsite pertaining to management of Cognizant production team
• Familiar with essential processes of Ops functional areas and able to work cross functionally

Added advantages:

• Knowledge of mortgage loan processing, compliance, investor products, Performing Servicing and Default management guidelines
• Experienced in managing 50-100 FTE team size
• Passport with US Visa

Shift: US night shift