Manager -Mortgage Underwriting & Operations, only from Premium University, IIM/IIT/BITS/NIT/Mumbai University

Job Code: C/Intli/OpMgr-Mortgage/Mu

About Co: One of the TOP MNC BPO

Salary Range: Upto 12 LPA + 10% Variable

Shift Timings: UK Shift

Working Days: Monday to Friday

Weekly Off: Saturday and Sunday

Gender Preference: Male/Female

Education Qualification: Graduate from Premium Universities like, IIM/IIT/BITS/NIT/Mumbai University

Experience Required: Minimum 1 Year as an OM on papers or 4-5 years as an Ast. Manager on papers.

Must have -

- Excellent communication skills.

- BPO experience (Min. 5 Years)

- US / UK Mortgage background.

candidates from Mortgage background only.

Job / Position Title: Operations Manager

Function / Department: Operations

Designation: Operations Manager

Grade / Level in Org Structure: Manager / AGM, Level 3

Position reports to: AGM / DGM - Operations

Positions reporting directly t: Team Managers

Primary purpose of the position: To lead the process into operational growth through maximization of revenue, profitability and resource utilization through managing Process, People, Metrics & Client relationships.

Essential duties / responsibilities of the position:

Process / Client Related:

- 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 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 clients needs, emerging trends and best practices

- Attends daily huddle with team managers to be updated on all floor issues /concerns

- Conducts dip checks of parameters that impact performance to ensure data integrity

- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

- Monitors compliance adherence through timely audits, generating awareness on the floor etc.

- Understands client's processes and suggest modes of value addition

- Participates in client / internal review calls and handles escalations

Team Related:

- Cross Site Management and willingness to travel to other operational sites

- Manages performance of individual teams through performance management, career planning strategies and sharing of best practices

- Responsible for attrition management and arranging for backfills on a timely basis

- Works closely with HR to ensure high employee morale and retention initiatives

- Conducts skip level meetings at regular intervals to address concerns, if any

- Responsible for staff performance, compensation and rewards & recognition programs

- Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals

- Coaches and mentors sub-ordinates

- Monitors employee count for full time attendance

Occasional / Other duties of the position: Other tasks:

- Drives quality initiatives such as Six Sigma/ COPC to ensure continuous improvement Ensures adherence to norms specified by COPC certification and BS7799 specifications

- Provides reports on the process metrics and employee performance to the Top Management

- Conducts regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met

- Responsible for budget management & cost control measures

- Manages various trainings namely, V&A, Process, Up skill and Refreshers

- Conducts forecasting of business flow

Education: Graduate from TOP University Only

Exp: 8-10 Yrs

NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSIITON/ ROLE)

- UK/US Mortgage Experience

- Minimum 5 years of work experience in BPO/Call Centre

- Demonstrated team handling skills in the past.

SKILLS Computer Skills:

- Familiar with Windows Operating Systems

- Proficient in MS Office, Interpersonal Skills & Database Management

Core competencies required for the position: (Behavioral as per IGS competency framework & Technical)

- Decision Making:

- Customer Focus

- Enabling People Performance

- Communication & Networking

- Team Leadership

- Coaching & Mentoring

- Ownership & Accountability for Results

- Leading Change: (additional only for US Collections)

Shekhar
080-50626011

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