Lead, Mortgage Data Operations

Job Purpose

ICE Mortgage Technology is the leading cloud-based platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency.

We are seeking a highly motivated individual to drive this team. The Service Operations – Assistant Manager will be responsible for leading the Team Leader’s to operational success. This includes ongoing day-to-day management of the team’s activities, as well as participation in calls and meetings with ICE management in the US.

A background in financial services (specifically mortgages and lending) is required along with operational experience.

Responsibilities

• Manage a team of Team Leader’s providing Data and Document Services to US based mortgage companies.
• Ability to train and mentor Data and Document Lead / associate.
• Collaborate with cross functional teams.
• Oversee the activities of the team and optimize their performance daily.
• Act as escalation point for the Team Leader to overcome any obstacles to service delivery.
• Ensure that Data Security is maintained.
• Demonstrate strong follow-through and consistently keep commitments to customers and Employees.
• To manage Jira and Salesforce Tickets.
• Assist reporting Manager in day-to-day activities i.e., SLA Management, Staffing Management, Administrative responsibilities, Recruitment, Retention, Review, Performance Management, Removal etc.
• To carry out above function for the team during day shift and/or night shift as circumstances may warrant.
• SOW / Contract Delivery
• Product feedback & Client Feedback Management
• New Product adoption and roll out
• Connection with PSO team / Product team / cross functional teams ; including decision making
• Client engagement and on-boarding.
• Responsible to Drive / Monitor training.
• Client level monitoring and reporting of Quality of delivery

Knowledge and Experience

• Bachelor’s degree ( Non-Technical, should not be BCA, BBA or BTech) or academic equivalent
• 7 or more years of experience in the mortgage lending or financial services market
• 3 or more years of experience managing a small- or mid-sized BPO/kpo team.
• Broad understanding of cloud technologies
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows
• Ability to document standard procedures, and effectively train and motivate employees.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership.
• People management.
• Leadership skills.
• Proven ability to create and maintain strong customer relationships.
• Must be comfortable communicating with both technical and non-technical audiences.