Vice President - Mortgage Head

Wanted: Mortgage Head (VP) for one of the MNC (Looking people only from Well known Tier 1 Service Based companies)

Position Overview:

- Managing 800+ FTE

- P&L minimum of 30M$

- Experience in US Market

Career path started with BPO Operations / Backend Operations

The Operations Leaders primary responsibilities include overseeing end to end fulfillment teams (processing, underwriting, closing, call center) daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Operations Leader will be responsible for daily interaction with the Unit/Team Managers to ensure pipeline and quality goals are on target, provide support with any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success. The Operations Leader will partner with other leaders to ensure that changes are effectively communicated to their teams and has an escalation path for client satisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions:

- Manage and lead a unit team consisting of multiple teams with a combination of processing teams underwriting teams, call center teams or closing teams (approx. 800+ team members).

- Motivate and lead team to success using recognition, team building activities and positive reinforcement

- Oversee production and quality expectations are sustained to achieve monthly business goals and quality service levels

- Hold daily/weekly huddles with Team Managers, including Pipeline Manager, Quality Manager, and Performance Coaches if applicable to discuss trends, gaps, best practices, process changes and/or areas of focus in achieving production and quality goals

- Conduct monthly sessions with Team Managers to review performance of team and any actionable items

- Complete deep dive into all reporting categories to ensure movement of pipeline through all stages, and collaborate with managers and performance coaches to ensure success of teams

- Review internal and external audit reports and call monitoring and work with Performance Coach / managers to conduct individual coaching or team training as needed; address any concerns with manager/team member, if needed

- Review labor reporting to monitor OT usage and ensure unit is within monthly labor margin budget

- Prepare for, attend, and document client meetings/sessions

- Collaborate and calibrate with other Unit Leaders to ensure work cultures and best practices are unified

- Maintain current knowledge of client scope requirements and processes

- Assist in resolving fulfillment issues or customer escalations as they arise

- Monitor and approve timecards in ADP

- Address personnel issues with guidance from Site Leader and Human Excellence team, as necessary

- Complete performance reviews

- Ensure no Personal and/or Proprietary Information (PPI) is present in team area