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, 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 the assigned home finance and mortgage process.
- Lead, coach, and motivate the team to achieve 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 documentation to verify accuracy, completeness, and regulatory compliance.
- Coordinate 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 overall quality and operational 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 to keep the team aligned.
- Support recruitment, onboarding, training, and development initiatives for team members as required.
- Maintain business continuity and optimize resource utilization during peak workload periods.
- Foster 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 team lead or supervisory role.
- Deep 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 abilities.
- Excellent verbal and written communication skills.
- Demonstrated leadership, coaching, and team management skills.
- Proficient in MS Office, especially Excel and PowerPoint.
- Ability to analyze operational data and prepare detailed performance reports.
- High attention to detail with the capability to manage multiple priorities effectively.
- Ability to perform well under pressure and meet tight 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 Mortgage Processing
- Home Loans and Home Finance
- Loan Origination
- Mortgage Underwriting Support
- Mortgage Documentation
- Loan Servicing
- Title and Escrow Operations
- Banking Operations
- Financial Services BPO

This role offers the opportunity to work in a dynamic environment supporting US-based home finance operations, with a focus on leadership, process excellence, and client satisfaction.