Operations Manager - Mortgage/Call center Operations

• Directly and through staff, manages and coordinates the operational activities for assigned functional area(s)/region(s).
• The Operations Manager is responsible for leading a team of approximately 11 Business Risk Specialists (Quality Management testers) performing call monitoring and Loss Mitigation testing across multiple default servicing functions. 
• This role provides oversight to ensure accuracy, completeness, timeliness, adherence to procedures, and compliance with applicable laws and regulations.
• The Operations Manager is accountable for team performance, risk mitigation, quality outcomes, and adherence to control standards, while partnering closely with business line stakeholders to drive continuous improvement. 
• Quality Management (QM) functions operate to independently evaluate business line processes and customer interactions to ensure compliance with regulatory, state, and internal requirements. 
• The Operations Manager is the manager of individual contributors in a high-volume, production-based QM environment and requires strong leadership presence, operational discipline, and ability to balance quality, risk, and productivity priorities. 

Basic Qualifications  
  
- Bachelor’s degree in business, finance, risk management, or related field, or equivalent work experience   

- Typically, Nine to Eleven years of total experience in mortgage servicing, default operations, call center operations, or financial services operations 
- Typically Five Plus years of relevant experience in leadership or team management
 

Preferred Skills/Experience   

- Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s)   
- Thorough understanding of applicable laws, regulations, financial services, and regulatory trends   
- Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable   

- Previous experience in loss mitigation, default servicing, mortgage operations, or call center operations 
- Good organizational, managerial, and project management skills   
- Well-developed customer relations skills   
- Excellent interpersonal and verbal and written communication skills   
- Excellent supervisory and management skills   
- Ability to manage multiple tasks   

Work Mode: 5 Days in Office
Shift Timing: 6:30 PM to 3:30 AM
Location: Chennai