Loan Servicing - AM / Manager

Purpose of the role:

An AM or Manager role is to ensure Service Delivery & Process Improvement of the function/process assigned along with readiness to align himself/herself in WFH, WFO or mix of both work models, per business requirements.

·      Specific Responsibilities: Aspects of managing the Service Delivery & Process Automation/Improvement include, but are not limited to the following

·      Should manage the day-to-day work flow allocated/assigned to his team. Assign work to team/s based on daily available productive hours & process/product specific productivity standards. Ensure daily productivity and client deliverables are met

·      Work closely with client with thorough process/domain knowledge to identify their requirements and ensuring the same is translated to the work product delivered on existing products and during new product transition.

·      Ensure all process/products related procedure documents & process maps are available and updated to obtain periodic approval from process owner or client

·      Conduct regular/need based training programs / briefings/ feedback sessions for the team to ensure that the instructions are clear and the requisite quality per Service Level Agreement (SLAs) and Key Performance Indicators (KPIs) are achieved with respect to the final product/s or service.

·      Prepare, review and present management reports/dashboards inluding forecasting & variance analysis

·      Conduct interactive sessions with the team members to understand their concerns and put organizational goals into their perspective. Also, organize team building exercises to improve team morale and boost cohesiveness within the team.

·      Share relevant information with the team and ensure active participation from them through enhanced involvement in work planning and execution. Inspire confidence in the team and set examples.

·      Keep track of attendance for all the team/s reporting to him/her. Additionally work with team for their leave planning to manage work & maintain balance between process and team's personal requirements.

·      Close Appraisals of Team Members per the appraisal cycle.

·      Interact with the client on a regular basis to ensure exchange of relevant information, process concerns/issues and for expectations management. Keep the RO informed of all developments and escalate issues critical to SLA, if required.

·      Identify and manage process improvement or RPA requirements via learning curve/process reengineering/process automation

·      Interact with HR, Admin, Finance and Tech Departments to provide essential support to the team members.

·      Maintain congenial relations with all in the organization and work cohesively within the team. Promote team spirit among the team members.

·      Pay due regard to the organizational policies and procedures and conform to the same thus inspiring as well as ensuring compliance from his team members.

Essential Skills/ Experience & Qualification:

Technical Skills

·      A graduate / post graduate (preferably in Commerce) with good academic background.  A management degree would be an added advantage.           

·      8-10 Yrs. of experience in US Real Estate, preferably Commercial Loan Servicing. At least 5 years of in people management role.

·      Experience in product transition is an added advantage.

·      "Hands on experience on various aspects of Servicing & Surveillance work in Commercial mortgage domain covering -

1.      Financial Statement & Rent Roll Review/Analysis/Normalization

2.      Inspections

3.      Financial & Legal Covenant Set Up & Monitoring

4.      New Loan Set Up & Modifications

5.      Tax Set Up & Modifications

6.      Payment Processing

7.      Escrow/Reserve Administration

8.      Reserve/Capex Disbursement Processing

9.      Payoff Processing"

·      Exhibits strong English comprehension skills

·      Demonstrates ability to articulate in English in both verbal and in written format

·      Demonstrates advanced user knowledge of MS Excel/Word/PowerPoint/Visio

·      Exhibits excellent problem solving and analytical skills

·      Exhibits strong mathematical and detail oriented skills

·      Exhibits commitment to delivery of quality work products

Organizational Skills

·      Demonstrates ability to manage multiple tasks under pressure with minimal supervision

·      Exhibits solid time management skills and works to meet or exceed all deadlines

·      Exhibits appropriate sense of urgency in managing responsibilities

·      Demonstrates ability to prioritize tasks and to understand the urgency of specific requirements

·      Demonstrates ability to work independently

·      Ability to prioritize work based on team requirements

·      Demonstrates ability to effectively delegate assignments

·      Exhibits strong follow up skills to ensure assignments are completed by staff

·      Exhibits excellent planning and implementation skills

Leadership Skills

·      Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas

·      Takes ownership for responsibilities and for management of risk exposure

·      Presents well thought out recommendations to enhance the overall success of the office

·      Recognizes and respects the strengths of others in the organization

·      Demonstrates ability to train new or existing staff on newly assigned duties

·      Can adapt and can help others adapt to a changing environment and circumstances

·      Exhibits a commitment to the company

Interpersonal Skills

·      Motivates self and others into positive actions

·      Exhibits the appropriate level of diplomacy

·      Demonstrates the appropriate level of tact when dealing with difficult/stressful situations

·      Exhibits respect for management

·      Demonstrates ability to maintain professional conduct under all circumstances