Assistant Manager - Mortgage Servicing - Customer Service - BPO

Hiring for Assistant Manager - Mortgage Servicing

Establish and maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.

- Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.

- Manage team's issues, concerns and escalate as necessary to LM

- Adhere to all the SLA/TAT agreed for different processes and ensure efficient service delivery

- Responsible for Team's training, coaching, mentoring, developing cross skilled resources and thereby create sufficient contingency among the team

- Develop complete process and system understanding and recommend and propose scope for improvement thereby creating and adding value to the operations

- Demonstrate leadership skills and lead from the front. Win the team's confidence and support.

- To ensure legal compliance with all aspects of the Company's business

- Manage Attrition, Attendance, and Utilization as per the agreed goals in KPIs

- Undertake any other duties, commensurate with grade and job title, requested by TL/Line Manager or above

Experience :

- 96 Months experience is essential

- Excellent team handling and people management skills are essential.

- Excellent communication skills are essential.

- Minimum 90+ months of relevant work experience - worked in a similar capacity for about 24 months performing all or most of the tasks mentioned in the job specs above are essential.

- A strong desire and the ability to keep up to date with developments in the industry are desirable.

Knowledge :

- Knowledge of UK Banking process is essential.

- Knowledge of various mortgage processes (Origination, Servicing, and Collections) is essential.

- Knowledge of UK regulatory and compliance requirements is beneficial although not essential.