Director/Head - US Mortgage Operations - Origination/Servicing/Closing

Qualifications & Experience:

- Graduate degree required; Post Graduate / MBA / PGDM preferred.

- 20 years of experience in Mortgage and/or Lending Operations within BFSI.

- Proven experience managing large-scale operations (800-1000+ FTE) and senior leadership teams.

- Strong exposure to US Mortgage Operations across origination, underwriting support, closing, post-closing, and servicing.

- Demonstrated ownership of delivery, P&L, client governance, and large transformation programs.

As a senior leader within Mortgage Operations, the Delivery Head contributes to the strategic success of the Retail Lending / BFSI business by ensuring seamless service delivery, financial discipline, regulatory compliance, and continuous operational excellence. The role requires strong domain expertise across the mortgage lifecycle, deep delivery rigor, and the ability to scale and transform operations while maintaining high standards of quality and risk management.

Key Responsibilities:

Delivery & Operations Management:

- Own end-to-end delivery of Mortgage Back-Office / Operations processes including loan boarding, document management, appraisal/title/insurance follow-ups, underwriting support, closing, post-closing, escrow analysis, servicing requests, and exception handling.

- Ensure achievement of SLA/OLA, accuracy, turnaround time (TAT), productivity, and quality targets through robust daily, weekly, and monthly governance.

- Drive operational rigor through floor walks, WIP/backlog ageing reviews, huddles, capacity planning, and performance management.

- Manage transitions, stabilizations, and scaling of mortgage operations; ensure smooth go-lives and sustained performance.

Financial & P&L Ownership:

- Own overall P&L for the mortgage delivery unit, including cost, productivity, margins, and revenue drivers.

- Develop and manage annual operating plans and multi-year business strategies aligned to organizational goals.

- Track performance against plan, provide forecasts, and implement corrective actions to meet financial objectives.

Client & Stakeholder Management:

- Act as the primary senior contact for clients; manage governance cadence, business reviews, escalations, and change requests.

- Build strong partnerships with onshore teams, product, credit, risk, compliance, technology, and upstream/downstream operations.

- Provide insight-driven MIS, dashboards, and executive-ready narratives to support data-based decision-making