Team Leader/Assistant Manager - Mortgage Servicing

About the Role:

We are seeking an experienced and dynamic Team Leader / Assistant Manager to oversee Mortgage Servicing operations at our Bangalore or Mumbai office. The role demands a deep understanding of the mortgage and banking ecosystem, excellent people management skills, and a proactive approach to client service and operational quality.

Key Responsibilities:

- Lead a team of 10 to 20 members, ensuring delivery of high-quality service in line with business goals.

- Handle customer escalations and provide satisfactory resolutions while maintaining service standards.

- Create and maintain daily/weekly/monthly reports to track production, quality, and efficiency metrics.

- Ensure quality control in correspondence preparation, including payoff letters in line with policies.

- Maintain detailed records for risk assessments, audits, and compliance documentation.

- Collaborate with stakeholders to improve process flow and customer satisfaction.

- Be responsible for periodic inflow tracking, workflow management, and team KPIs.

- Stay updated on regulatory guidelines, industry trends, and business protocols.

- Ensure the team adheres to all internal SOPs and external compliance mandates.

- Exhibit strong ownership and flexibility in handling night shifts as per business requirements.

Candidate Expectations:

Experience:

- 8-14 years of experience in mortgage servicing, banking, or financial services.

- Proven leadership ability with experience managing team performance and development.

- In-depth knowledge of mortgage servicing processes, quality audits, and customer communication.

- Excellent interpersonal, problem-solving, and stakeholder management skills.

- Highly proficient in MIS reporting, workflow monitoring, and operational excellence.

- Ability to work under pressure in a customer-first environment.

Key Skills:

- Mortgage Servicing

- Banking & Financial Services

- Customer Service & Escalation Handling

- Quality Analyst / Audit

- Team Leadership

- Process Reporting & MIS

Functional Area: Banking and Insurance

Why Join Us?

- Work with a reputable name in the financial services outsourcing space.

- Lead high-performing teams and make a tangible impact on customer operations.

- Growth-oriented environment with exposure to global banking practices.

- Opportunity to work in a fast-paced, compliance-driven setup with cross-functional exposure.