VP - Consumer Banking Operations - BPO

Process Overview-

Consumer Banking Operations includes functions across end to end cycle of mortgages. These operations support the business in the US. CBO functions include mortgage related verticals like home loans originations, servicing operations (default and non-default), QA work types, etc.

Job Description-

Individual will be required to manage teams across Operations. They will be involved in leading all the deliverables/Service Level Agreements in accordance with policy and applicable regulations and organizational priorities.

Responsibilities-

The position will lead a team in Servicing operations team with key responsibilities in ensuring:

- Ensure adherence to the SLA's / Metrics - productivity, turn-around-time and accuracy

- Engage in improving processes through re-engineering, system checks, process automation

- Interact with business partners and units on day to day functionalities

- Review daily key operational variables

- Develop back up and contingency plans

- Act as a change agent and provide implementation assistance as and when the need arises

- Provide subject matter expertise on processes

- Provide update on process performance

- Identify potential people issues among the team & resolve the same on a proactive basis

- Provide process problem resolution assistance to teams via calendared one on one's and coaching sessions

- Assess performance of team members and conduct performance appraisals

- Provide coaching and feedback to team members

- Hold regular team meetings with team members to ensure that there is constant flow of information and knowledge dissemination - query logs, issue resolution

- Assist new hires such that they are productive on the floor in the shortest possible time frame

- Assess training needs, provide training opportunities and train new hires and existing staff

- Cross train Team Members

- Appropriately use Rewards & Recognition to energize and motivate team members

- Handle all logistics related issues: roster management, shift rotations.

- Leave planning, Managing Compensatory Offs, Unscheduled Leave

- Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Competencies:

- Business acumen- End to End understanding of Credit products

- Build customer/client driven environment - Ensures the customer/client perspective is at the forefront of all business decisions and initiatives. Models and reinforces the spirit.

- Constantly raise the bar - Demonstrates a strong desire to succeed. Sets and communicates challenging goals for self and others, constantly evaluates success and progress in relationship to goals, and holds people accountable. Sees high standards and goal attainment as a way of life.

- Align enterprise capabilities - Leverages resources across the organization, driving collaboration and cooperation in order to achieve greater results.

- Collaborates: Works effectively with others by establishing and maintaining positive working Relationships

- Operational Excellence: Promote consistent, quality, and error-free execution; design and implement operating guidelines and process efficiencies; ensure employees are appropriately trained; partner with Technology to ensure the efficient use of technology

- Leadership: Demonstrates a deep and broad understanding of the business and external marketplace and leverages it to define a compelling plan for the future. Recruits, develops and aligns the talent needed to meet business goal. Inspires commitment and followership from his team Requirements-