The Productivity Manager for the Mortgage Center of Excellence (COE) plays a pivotal role in driving operational efficiency and performance excellence across the mortgage business. This position involves deep-diving into operational workflows, identifying bottlenecks, and implementing data-driven solutions to optimize turnaround times and resource utilization. You will work closely with cross-functional teams, including credit, operations, and sales, to ensure that the mortgage fulfillment process is streamlined and scalable. By translating complex data into actionable insights, you will directly influence the bank's ability to deliver seamless lending experiences to customers while maintaining high standards of operational rigor.

Key Responsibilities:

- Analyze end-to-end mortgage operations to identify productivity gaps and implement process improvements that enhance overall output.

- Design and monitor performance dashboards to track key operational metrics, ensuring alignment with organizational goals and service level agreements.

- Collaborate with regional operations teams to standardize best practices and drive consistency in mortgage processing across all locations.

- Lead capacity planning initiatives by forecasting volume trends and optimizing resource allocation to maintain optimal operational efficiency.

- Conduct root cause analysis on performance deviations and present data-backed recommendations to senior leadership to facilitate informed decision-making.

- Manage the implementation of new tools or process changes, ensuring seamless adoption and minimal disruption to ongoing mortgage operations.

In-depth knowledge of mortgage products (Home Loans, Loan Against Property), mortgage lending, retail banking, and credit risk management.

- Deep understanding of Indian mortgage products, legal requirements, and regulatory guidelines (RBI).

- Ability to analyze market trends and develop long-term sales improvement plans.

- Using Data Envelopment Analysis (DEA) or similar tools to measure efficiency and identify bottlenecks.

- Have considerable experience with customer negotiations.

- Works in a fast-paced environment.

- The role directly affects profitability, especially in highly competitive areas like mortgages, by improving the turnaround time and reducing cost.

- Strong understanding of Indian regulatory frameworks (RBI), mortgage product lifecycle, and digital lending trends.

Required Skillset:

- Demonstrated expertise in mortgage operations with a strong understanding of the loan lifecycle, from origination to disbursement.

- Advanced proficiency in data analytics, with the ability to synthesize large datasets into meaningful insights using tools like Excel, SQL, or BI platforms.

- Proven ability to manage performance through rigorous tracking, reporting, and the implementation of corrective action plans.

- Strong interpersonal skills to effectively influence stakeholders across different levels and departments within the bank.

- Excellent communication skills, with the ability to articulate complex operational challenges and solutions clearly to management.

- A minimum of 5 to 8 years of relevant professional experience in the banking or financial services sector.

- A graduate or postgraduate degree from a reputed institute, with a high degree of adaptability to work in a fast-paced, on-site environment in Mumbai.