naf - Manager - Operations

Responsibilities:

- Supervise and mentor operations team leads to drive their teams to meet productivity, accuracy, and quality benchmarks

- Analyze operational metrics and prepare performance reports for senior management.

- Resolve escalated issues and provide strategic solutions to operational challenges

- Analyze operational metrics and prepare performance reports for senior management.

- Ensure the process is executed as per Standard Operating Procedure.

- Continuously contribute towards process improvement.

- Align team members with onshore team needs, allocate target and tool usage to support task performance.

- Track the process for workflow, tracking team performance, deployment of resources and capacity planning.

- Review the performance on the key process metrics and conduct RCA to improve quality parameters.

- Ensure daily work is managed within specified / agreed timeframe / timeline.

- Effectively manage shift operations and leave planning.

Qualification & Core Competencies:

- Minimum 5 to 7 years of team handling experience

- Strong knowledge of US mortgage regulations and guidelines is an added advantage

- Handled at least a team size of minimum 50 members.

- Excellent command of the English language being fluent in spoken and written.

- MS Office application suite (preferably Word, Excel & PowerPoint).

- Good analysis and problem-solving skills

- Strong control awareness.

- Ability to build and motivate team