Assistant Manager - US Mortgage Process

TP; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TP is seeking an experienced Assistant Manager for the US Mortgage Process in Mumbai. The role focuses on leading mortgage operations teams, driving performance, and ensuring client-aligned service delivery in a fast-paced environment.

You will oversee day-to-day operations, mentor leaders, monitor SLAs, and drive process improvements while maintaining regulatory compliance and high-quality output.

Qualifications

• Bachelor's Degree in any discipline is required.
• MBA or postgraduate qualification preferred.
• 5-10 years of experience in US Mortgage Operations.
• Minimum 2 years in a Team Lead/Assistant Manager role.

Responsibilities

• Manage day-to-day operations of the US Mortgage process.
• Lead, mentor, and develop a team of Team Leaders and Process Associates.
• Monitor productivity, quality, and turnaround time to ensure SLA adherence.
• Drive process improvements and automation initiatives.
• Analyze performance metrics and prepare MIS reports for leadership.
• Conduct regular performance reviews and coaching sessions.
• Ensure compliance with client guidelines and regulatory requirements.
• Manage escalations and provide timely resolutions to issues.
• Collaborate with cross-functional teams to achieve business objectives.
• Support resource planning, workforce management, and capacity forecasting.
• Drive employee engagement and retention strategies.

Skills

US Mortgage Operations

Team Management

Stakeholder Management

SLA & KPI Management

Performance Management

Mortgage Servicing

Loan Origination

Quality Management

MIS Reporting

Process Improvement

Client Management

Root Cause Analysis

Education

Bachelor's Degree

MBA or Postgraduate

Job description

Assistant Manager - US Mortgage Process

Location: Malad, Mumbai
Employment Type: Full-Time
Shift: 24/7 Rotational Shifts (Including Night Shifts)
Experience: 5-10 Years
Industry: BPO / KPO / Mortgage Services / Financial Services

Job Summary

We are looking for an experienced Assistant Manager - US Mortgage Process to lead and manage mortgage operations teams, ensuring high-quality service delivery, process efficiency, and compliance with client requirements. The ideal candidate should possess strong people management skills, in-depth knowledge of the US mortgage lifecycle, and experience handling operational metrics in a dynamic environment.

Key Responsibilities

• Manage day-to-day operations of the US Mortgage process.
• Lead, mentor, and develop a team of Team Leaders and Process Associates.
• Monitor productivity, quality, accuracy, and turnaround time (TAT) to ensure SLA adherence.
• Drive operational excellence through process improvements and automation initiatives.
• Analyze performance metrics and prepare MIS reports for stakeholders and leadership.
• Conduct regular performance reviews, coaching sessions, and skip-level meetings.
• Ensure compliance with client guidelines, regulatory requirements, and internal policies.
• Manage escalations and provide timely resolutions to client and operational issues.
• Collaborate with cross-functional teams to achieve business objectives.
• Support resource planning, workforce management, and capacity forecasting.
• Drive employee engagement initiatives and retention strategies.

Preferred Mortgage Process Knowledge

Experience in one or more of the following mortgage functions:

• Loan Origination
• Loan Processing
• Underwriting Support
• Closing & Post-Closing
• Title & Settlement
• Mortgage Servicing
• Default & Foreclosure Operations
• Quality Control (QC)
• Mortgage Documentation Review

Required Qualifications

• Bachelor's Degree in any discipline.
• MBA or Postgraduate qualification preferred.
• 5-10 years of experience in US Mortgage Operations.
• Minimum 2 years of experience in a Team Lead/Assistant Manager role.
• Strong understanding of mortgage lifecycle and US mortgage regulations.
• Experience managing large teams and client-facing operations.

Key Skills

• US Mortgage Operations
• Team Management
• Stakeholder Management
• SLA & KPI Management
• Performance Management
• Mortgage Servicing
• Loan Origination
• Quality Management
• MIS ReportingProcess Improvement
• Client Management
• Root Cause Analysis

Desired Candidate Profile

• Strong leadership and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, target-driven environment.
• Data-driven mindset with strong analytical abilities.
• Flexible to work in a 24/7 rotational shift environment.
• Proven track record of driving operational excellence and team performance.