Job
Description
Job Summary: We are seeking an experienced and motivated Team Leader Operations for our US Mortgage division. The ideal candidate will have a strong understanding of mortgage processes and demonstrate leadership in driving team performance, maintaining quality standards, and meeting service level agreements (SLAs). This role requires hands-on operational knowledge and the ability to manage day-to-day workflows in a high-volume, compliance-driven environment. Key Responsibilities: Lead and manage a team of mortgage processors/associates in delivering end-to-end support for various US mortgage processes such as Loan Processing, Underwriting Support, Closing, Tax Service, or Post-Closing. Monitor daily production, ensure adherence to SLAs, and proactively manage work queues. Drive quality assurance through review and audits, ensuring compliance with client-specific and regulatory guidelines. Conduct regular team meetings, performance reviews, and feedback sessions to support employee development and engagement. Act as a point of escalation for process-related issues, providing quick resolutions and communicating updates effectively. Collaborate with onshore counterparts and internal stakeholders to ensure smooth workflow transition and performance updates. Maintain process documentation, ensure standard operating procedures (SOPs) are up to date, and facilitate regular training sessions. Analyze metrics and prepare daily/weekly/monthly reports for leadership and client review. Contribute to continuous process improvement initiatives and implement best practices for operational efficiency. Required Qualifications: Bachelor’s degree in any discipline (preferred). Minimum 3.5 years of experience in US mortgage operations. At least 2 years of experience in a team lead or supervisory role. Strong knowledge of end-to-end US mortgage lifecycle (origination, servicing, or post-closing). Excellent communication, people management, and stakeholder handling skills. Proficiency in MS Excel, reporting tools, and mortgage platforms (e.g., Encompass, MSP, or similar). Strong analytical and problem-solving skills. Preferred Skills: Experience with client communication and performance management. Exposure to Six Sigma or other process improvement methodologies (preferred but not mandatory). Ability to work in a fast-paced, deadline-driven environment with a high degree of accuracy.
