Operations Manager

8 years

0 Lacs

Posted:1 day ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.


Position-Manager - Operations

Location

Experience- Min 5–8+ y


Position Summary


Post Close QC (PCQC)


Key Responsibilities


Quality Control & Compliance

  • Oversee end-to-end

    PCQC and PFQC review processes

    to ensure mortgage loans meet regulatory, investor, and internal quality standards.
  • Monitor compliance with

    TRID

    ,

    TILA

    ,

    RESPA

    , and agency/investor guidelines.
  • Review audit findings, identify root causes, and implement corrective actions to reduce defects and improve loan quality.
  • Ensure adherence to sampling methodology, audit checklists, and documentation requirements.

Servicing QC Oversight

  • Manage QC reviews across key servicing processes including:
  • Payment processing & escrow analysis
  • Customer service & call compliance
  • Loss mitigation / collections QC
  • Default, foreclosure, and bankruptcy QC
  • Loan boarding and servicing transfers
  • Escrow disbursements (taxes, insurance, renewals)
  • Ensure compliance with CFPB, Fannie Mae, Freddie Mac, HUD, RESPA, and state servicing regulations.
  • Review servicing actions for accuracy, timeliness, and adherence to investor servicing guidelines.


Team Leadership & Operations Management

  • Manage and mentor a team of QC Analysts/Reviewers ensuring productivity, accuracy, and SLA adherence.
  • Monitor daily workflow, allocate resources, and balance workloads to meet operational targets.
  • Drive performance management—including coaching, appraisals, and skill development—for all team members.
  • Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.


Reporting & Stakeholder Management

  • Prepare and deliver reports, dashboards, and monthly quality metrics to senior leadership.
  • Communicate QC findings to operations leaders and partner teams, ensuring timely resolution of exceptions.
  • Coordinate with US-based leadership teams to align on quality priorities, KPI targets, and business goals



Qualifications & Skills

  • Bachelor’s degree (preferred) or equivalent experience in mortgage operations/financial services.
  • 5–8+ years of experience in US mortgage operations; strong understanding of underwriting and QC processes.
  • Expertise in

    PCQC

    ,

    PFQC

    ,

    TRID

    , and mortgage compliance requirements.
  • Strong leadership and team management experience.
  • Excellent analytical, problem-solving, and reporting skills.
  • Ability to work in a fast-paced, deadline-driven environment.
  • Proficiency with LOS systems, QC tools, and Microsoft Excel.


Key Competencies

  • Detail-oriented with a strong focus on accuracy
  • Regulatory and compliance awareness
  • Leadership & people development
  • Stakeholder communication
  • Process optimization mindset
  • Risk identification and mitigation



Disclaimer:


Regards

Padmapriya Shekar

Email id:padmapriya.shekar1@firstsource.com

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Firstsource

Business Process Outsourcing (BPO)

Mumbai

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