Mortgage Operations Team Lead

We are seeking a motivated and experienced Mortgage Operations Team Lead to oversee the management and daily operations of a US-based home finance and home insurance process. The ideal candidate will possess strong expertise in mortgage, home finance, and/or US home insurance operations, coupled with excellent leadership skills. This role requires managing teams effectively to ensure productivity, quality, compliance, and client expectations are consistently met.

Key Responsibilities

- Manage and supervise the daily operations of assigned home finance, mortgage, and/or US home insurance processes.
- Lead, coach, and motivate the team to meet operational, productivity, quality, and service-level targets.
- Monitor team performance regularly, providing feedback, coaching, and implementing performance improvement plans as needed.
- Ensure all processes comply with established SOPs and client requirements, maintaining accuracy and quality.
- Review and verify loan, mortgage, and home insurance documentation for completeness and compliance.
- Collaborate with internal teams and US-based clients or stakeholders to resolve operational issues and maintain smooth workflows.
- Track daily productivity, quality, attendance, and adherence to process timelines.
- Prepare and distribute performance reports on a daily, weekly, and monthly basis to management.
- Identify process gaps and suggest improvements to enhance operational efficiency and quality.
- Manage escalations promptly, ensuring timely resolution of client and operational concerns.
- Ensure strict adherence to data privacy, confidentiality, and compliance standards within the team.
- Conduct team meetings, performance reviews, and provide regular process updates.
- Support recruitment, onboarding, training, and development initiatives for team members as required.
- Maintain business continuity and optimize resource utilization during peak volume periods.
- Maintain strong communication with onshore/client teams, providing timely updates on process performance.

Required Qualifications

- Bachelor’s degree in Business Administration, Finance, Accounting, Insurance, or a related field.
- 4–5 years of experience in US mortgage, home finance, US home insurance, banking, lending, or related BPO operations.
- Specific experience in US home insurance or US mortgage/home finance operations is highly preferred.
- Proven experience in a team lead or supervisory role.
- Strong understanding of US mortgage, home finance, and/or home insurance processes and documentation.
- Good knowledge of loan processing, underwriting support, mortgage documentation, insurance operations, or related financial services processes.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Demonstrated leadership, coaching, and team management skills.
- Proficiency in MS Office, especially Excel and PowerPoint.
- Ability to analyze operational data and prepare detailed performance reports.
- Strong attention to detail with the ability to manage multiple priorities effectively.
- Ability to work under pressure and meet strict deadlines.
- Willingness to work US business hours or night shifts as required.

Preferred Qualifications

Candidates with experience in any of the following areas will be given preference:
- US Home Insurance
- US Mortgage Processing
- US Home Finance
- Home Loans
- Loan Origination
- Mortgage Underwriting Support
- Mortgage Documentation
- Loan Servicing
- Title/Escrow Operations
- Banking Operations
- Financial Services BPO
- Insurance Operations / Insurance BPO

This role offers the opportunity to lead a dynamic team within a critical segment of the financial services industry, supporting US-based clients and ensuring high standards of operational excellence.