Intelenet - DGM - Mortgage Operations

- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.

- Identifies causes for non-achievement of SLAs, develop solutions and execute the same.

- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations.

- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

- Develops strategic & tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices.

- Conducts dip checks of parameters that impact performance & data integrity.

QUALIFICATION (Education): Graduate from a recognized Institute or University in any discipline.

DESIRED YEARS OF EXPERIENCE: 11-13 years

DESIRED INDUSTRY EXPOSURE: Minimum 7+ years of work experience in BPO/Call Centre and 5+ Years in Mortgage Services, Should have managed span of 200+ FTEs

DESIRED ROLE EXPOSURE: - Ability to handle large operations.

- Demonstrated team/client handling skills in the past.