Assistant Manager

Moder; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A tech-forward outsourcing company is seeking a Team Lead / Account Manager in Bengaluru, India. The ideal candidate will have over 7 years of experience in US Mortgage, with at least 2 years in a leadership role. Responsibilities include managing client engagements, ensuring compliance with SLAs, and coaching team members to achieve performance targets. Strong communication skills and a degree are required, along with expertise in Bankruptcy and US Mortgage processes.

Qualifications

• 7+ years of US Mortgage Experience required.
• 2+ years as a Team Lead / Account Manager expected.
• Experience in Bankruptcy and US Mortgage.

Responsibilities

• Oversee multiple client engagements and manage resources.
• Monitor SLA compliance and conduct daily huddles.
• Ensure agents follow updated SOPs for operations.
• Manage weekly/monthly business review calls with clients.
• Ensure timely completion of mandatory courses.

Skills

Client Management

SLA Compliance

Process Compliance

Knowledge Management

Quality Planning

Compliance and Audit

Training Needs Identification

Resource Utilization Planning

Communication Skills

Education

Basic Degree completion (15 years of education)

Job description

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialise in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Link - https://www.gomoder.com/about-moder

Responsibilities

• In depth knowledge of Servicing Operations. Will oversee multiple client engagements and manage resources to ensure quality and efficient delivery of products and services to clients.
• SLA Compliance: Monitors daily inflow and completions. Also conducts daily huddles to prioritize the day’s work.
• Process Compliance: Ensures agents are following the most updated SOP. Manages the statutory and regulatory requirement of each client engagement.
• Client Management: Manages weekly/monthly business review calls. Promptly responds to all queries and escalations from client partners.
• Knowledge Management: Ensures the team completes all mandatory and process specific courses in a timely manner.
• Operations: Daily operations are managed efficiently by reporting the status to stakeholders.
• Quality Planning: Reviews quality scores for agents and provides plan on quality control and assurance and improvement at process level to meet SLA targets.
• Compliance and Audit: Ensures processes are in line with all audit and compliance requirements by frequently reviewing the process and implementing necessary controls.
• Prepares monthly scorecard of agents to track SLA targets of each team member and conduct 1-1 meetings based on performance.
• Identifies training needs of the team and coaches bottom performers.
• Builds succession plan to avoid any potential risk to the process.
• Leads governance calls with clients and internal stakeholders to review process performance.
• Plans for resource utilization and capacity planning.

Qualifications & Experience

• Basic Degree completion (15 years of education)
• Good written and oral communication skills in English

7+ years of US Mortgage Experience and 2+ years as a Team Lead / Account Manager.

The candidate should have experience in Bankruptcy and US Mortgage