Ops Head – USA Mortgage Operations (Back Office)
Role Summary:
Own end-to-end delivery of USA Mortgage back-office operations from India, ensuring SLA, quality, compliance, and client satisfaction.
Key Responsibilities:
- Lead delivery for mortgage operations (loan boarding, indexing, underwriting support, closing, servicing, etc.).
- Manage team (TLs, SMEs, processors): hiring, capacity planning, training, and shifts (US hours).
- Drive productivity & quality via daily governance, WIP tracking, and RCA.
- Ensure compliance with policies, audits, and US regulations (RESPA, TILA, HMDA, data privacy).
- Handle client interactions, MIS reporting, forecasting, and escalations.
- Lead process improvements, automation, and SOP standardization.
- Manage risks, controls, audits, and performance reviews.
Experience:
- 8–12 years in BFSI with US mortgage operations exposure.
- 4+ years leading teams (100–300 FTE).
- Proven delivery of SLA, quality, TAT, and compliance.
Skills:
- Strong operations KPIs, WFM, capacity planning, and governance.
- Client management, stakeholder communication, and escalation handling.
- Analytical problem-solving and continuous improvement (Lean/Six Sigma).
- Audit, risk, and compliance expertise.
- Advanced Excel, MIS, and reporting skills.
Qualifications:
- Graduate/Postgraduate (MBA preferred)
- Six Sigma certification (preferred)
