Director - Operations - US Mortgage Underwriting

Experience Range: 15-16 yrs

Location : Remote

Role Overview

We are seeking an experienced and strategic Director - Operations to lead large-scale offshore US Mortgage Underwriting operations. This role will be responsible for end-to-end delivery, client management, operational excellence, compliance adherence, and team leadership across multiple loan products (Conventional, FHA, VA, Jumbo, etc.).

The ideal candidate will bring deep domain expertise in US mortgage underwriting, strong leadership capability managing large teams, and a proven track record in scaling offshore delivery models.

Key Responsibilities

1. Operational Leadership

- Lead and manage underwriting operations across multiple mortgage products.

- Oversee a team of ~200-250 employees

- Drive productivity, quality, and turnaround time (TAT) improvements.

- Ensure adherence to SLAs, KPIs, and client deliverables.

2. Underwriting & Compliance Excellence

Ensure underwriting decisions align with agency and investor guidelines including:

- Fannie Mae

- Freddie Mac

- Federal Housing Administration

- Department of Veterans Affairs

- Maintain high audit scores and ensure regulatory compliance.

- Drive zero-defect culture and continuous improvement in quality metrics.

3. Client & Stakeholder Management

- Act as the primary point of contact for US-based clients.

- Build and maintain strong client relationships; participate in governance calls.

- Present performance reviews, dashboards, and improvement plans to stakeholders.

4. Financial & Business Management

- Own P&L for the underwriting operations unit.

- Manage cost efficiency, revenue targets, and margin improvement.

- Drive automation and digitization initiatives to reduce operational cost.

5. People Leadership & Talent Development

- Build, mentor, and retain leadership pipeline

- Drive employee engagement, retention, and performance management.

- Lead hiring strategy for scaling operations.

6. Process Excellence & Transformation

- Identify opportunities for process optimization and automation.

- Drive digital transformation initiatives (workflow tools, LOS optimization, AI-assisted underwriting).

7. Risk Management

- Proactively identify operational, compliance, and delivery risks.

- Implement mitigation strategies and business continuity plans.

- Ensure data security and confidentiality standards are maintained.

Key Performance Indicators (KPIs)

- SLA adherence (TAT, productivity)

- Quality & audit scores

- Cost per file / cost efficiency

- Client satisfaction (CSAT/NPS)

- Attrition & employee engagement

- Revenue and margin performance.

Required Qualifications

- 15+ years of experience in US Mortgage Operations.

- 8-10+ years in senior leadership roles managing large teams (200+ FTE).

- Strong expertise in underwriting across multiple loan products.

- Deep understanding of US mortgage guidelines and compliance.

- Proven experience in offshore delivery models.

Preferred Qualifications

Certifications such as:

- Six Sigma (Black Belt/Green Belt)

- Certified Mortgage Underwriter

- Experience working with leading LOS platforms (Encompass, Candor, etc.).

- MBA or equivalent leadership qualification.

Key Competencies

- Strategic thinking and execution

- Strong people leadership and influence

- Client-centric mindset

- Data-driven decision making

- Change management and transformation leadership