Assistant Manager – US Mortgage Operations

We are seeking a motivated and experienced Assistant Manager – Home Finance to oversee and support the daily operations of a US-based home finance process. The ideal candidate will possess strong expertise in mortgage and home finance operations, demonstrate excellent leadership capabilities, and effectively manage teams to ensure consistent achievement of productivity, quality, compliance, and client expectations.

Key Responsibilities

- Manage and supervise the day-to-day activities of the assigned home finance or mortgage process.
- Lead, coach, and motivate team members to meet operational, productivity, quality, and service-level goals.
- Monitor team performance regularly, providing feedback, coaching, and implementing performance improvement plans as needed.
- Ensure all processes comply with established Standard Operating Procedures (SOPs) and client requirements.
- Review loan and mortgage-related documentation for accuracy, completeness, and regulatory compliance.
- Collaborate with internal teams and US-based clients or stakeholders to resolve operational issues and maintain smooth workflows.
- Track daily productivity, quality metrics, attendance, and adherence to process timelines.
- Prepare and distribute performance reports on a daily, weekly, and monthly basis to management.
- Identify process inefficiencies and recommend improvements to enhance operational quality and efficiency.
- 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 regular team meetings, performance reviews, and process updates.
- Support recruitment, onboarding, training, and development initiatives for team members as required.
- Maintain business continuity and optimize resource utilization during peak workload periods.
- Maintain strong communication channels with onshore and client teams, providing timely updates on process performance.

Required Qualifications

- Bachelor’s degree in Business Administration, Finance, Accounting, or a related discipline.
- 4 to 5 years of experience in US mortgage, home finance, banking, lending, or related BPO operations.
- Proven experience in a supervisory or team lead role.
- In-depth understanding of US mortgage and home finance processes and documentation.
- Knowledge of loan processing, underwriting support, documentation, or related mortgage operations.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Demonstrated leadership, coaching, and team management skills.
- Proficiency in MS Office applications, especially Excel and PowerPoint.
- Ability to analyze operational data and prepare detailed performance reports.
- Strong attention to detail with the capability 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 highly regarded:
- US Mortgage Processing
- Home Loans / Home Finance
- Loan Origination
- Mortgage Underwriting Support
- Mortgage Documentation
- Loan Servicing
- Title/Escrow Operations
- Banking Operations
- Financial Services BPO

This role offers the opportunity to lead a dynamic team within a critical segment of the financial services industry, providing valuable exposure to US mortgage operations and client engagement.