Senior Manager - Mortgages - BPO

Senior Manager - Mortgages

The role of a Sr.Manager is to effectively manage day to day operations through proactive forecasting and capacity planning. Develop front line managers to taken on the additional responsibilities.

Review process for risk, compliance & info sec failures and create mitigation plan. Implement and/or create a contingency plan if not already in place. Connect with associate and customer through various communication/feedback channels i.e. Skips, one on ones, VOC, ASAT etc to get an unbiased input of the pulse on floor.

Operational Responsibilities :

- Ensure adequate staffing in place to meet client goals.

- Review Billing and ensure reduction of wastages. i.e. Transportation, overheads etc.

- Review process functioning on a daily basis and track service level performance.

- Create a BCP and Pandemic document to minimize process risk during contingency scenarios.

- Review/ Test Call tree for its functionality.

- Conduct quarterly process risk self assessment and ensure process is functioning with risk framework.

- Work in liaison with different functions (clients, external departments, etc.) as and when required.

- Create a calendar and conduct monthly meetings/connects with associates to understand the pulse on the floor.

Developmental Responsibilities :

- Identify areas of improvement and co-ordinate with training department to create developmental training's suited for the process

- Groom directs to enable them to take on additional responsibilities and track this to ensure timely and accurate delivery.

- Identify improvement projects and drive lean/kaizen events.

- Provide career pathing opportunities for directs/ in-directs thus churning the existing talent mix.

Client-facing Responsibilities

- Ensure timely escalations of all issues, which require client assistance.

- Interact with the Client Operations Manager on a regular basis to understand their concerns/issues, if any.

- Track Client VOC Scores and improve on them year on year.

- Conduct Weekly, Monthly and Quarterly reviews to validate process health.

Sandeep Pandita
Maven Workforce Pvt. Ltd.