Assistant Manager

Job Description

Job Summary – The candidate will work closely with the respective Manager to ensure their staff is trained and meeting their daily goals for productivity and quality and adherence to departmental procedures/policies. The AM will be responsible for having one–on-one mentoring sessions with the team members to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The AM will serve as a communication liaison to ensure that changes are effectively communicated to their team members and as an escalation path for member satisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills. Essential Job Functions: Improve the operational systems, in support of organization Goal- specifically, support better management reporting, information flow and management and business process Manage overall fiscal management, planning, systems and controls and report it to Delivery Head Invoicing to funding sources, including calculation of completed units of service and payroll management, including tabulation of accrued employee benefits Supervise and coach Unit managers & leads on a weekly basis. Manage day to day operations and performance of the team of supervisors & conduct regular feedback sessions & skip meetings with agents Interact with clients on a regular basis for daily operational activities & understand and manage service levels and staffing plan Lead Improvement initiatives on the process & generate reports to analyze the data To ensure that supervision & guidance for ‘Quality standards’ is adequate to meet client requirements To create an environment of high performance and high employee engagement leading to better retention of staff Ensure Unit Managers and Associates comply with all regulatory policies and procedures To ensure process compliance and front end all audits Deliver SLAs using the appropriate agile project management methodology, learning & iterating frequently Requirements: Proficient in automated underwriting tools Minimum 3 years of mortgage origination experience with emphasis in loan processing & Initial Underwriting for US Mortgage with Supervisory responsibilities within the past year Current working knowledge of FNMA/FHLMC guidelines Strong verbal, written communication and presentation skills; including influencing, group facilitation and persuading others Organizational and time-management skills; ability to manage multiple tasks, projects, and priorities Must be able to build relationships and understand the client's needs Ability to work as an individual or on a team – self-motivated, solution-oriented with ability to work independently under minimal supervision Ability to multitask effectively and work well under pressure Advanced skills in analytical and problem solving with attention to detail Project management and negotiation skills Long term/strategic planning and budget planning/analysis skills Results-oriented Data-driven with ability to make well-founded judgments Experience in using and augmenting customer support forum and knowledge repository Financial acumen, including budgeting and resource management Show more Show less