Manager, Delivery, DDS Operations

ICE; Maharashtra; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

ICE in Maharashtra seeks a Service Manager to build and lead a new team delivering technology-enabled services to US mortgage clients. You will hire, train, and manage operations, ensuring data security and the integrity of SOPs across processes.

Coordinate with ICE Data Services to identify issues, prepare dashboards, and report to US management. The role requires strong leadership, mortgage industry experience, and the ability to work across time zones.

Qualifications

• Bachelor’s degree or equivalent required.
• Minimum 6+ years in mortgage lending or financial services.
• 2+ years leading a BPO/kpo team.
• Excellent written and verbal communication skills.
• Strong problem solving and decision-making abilities.
• Excellent time management and organizational skills.
• Ability to work independently and under pressure.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US mortgage companies.
• Oversee team performance and optimize daily operations.
• Serve as escalation point for the Team Leader/Asst. Manager to resolve service delivery issues.
• Ensure data security and compliance.
• Document SOPs and ensure adherence.
• Track time spent on mortgage folders and report.
• Collaborate with ICE Data Services to identify Learnset anomalies.
• Prepare status reports and dashboards for ICE management.
• Lead client delivery and cross-department projects.

Skills

Mortgage/financial services domain

Team leadership

Communication skills

Problem solving

Time management

Working under pressure

Ownership / initiative

Customer relationship management

Stakeholder communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Cloud technologies understanding

SOP documentation

Job description

Job Purpose

ICE is the leading cloud-based platform provider for the mortgage finance industry. ICE solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency. We are seeking a highly motivated individual to drive the creation of this team. The Service of Manager will be responsible for hiring, training, and leading this new team to operational success. This includes ongoing day-to-day management of the team’s activities, as well as participation in calls and meetings with ICE management in the US. A background in financial services (specifically mortgages and lending) is required along with operational experience.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US based mortgage companies.
• Oversee the activities of the team and optimize their performance daily.
• Act as escalation point for the Team Leader/Asst. Manager to overcome any obstacles to service delivery.
• Ensure that Data Security is maintained.
• Document standard operating procedures (SOPs) for the team and hold employees accountable for following SOPs.
• Track and document each employee’s time spent on each mortgage folder.
• Work closely with the ICE Data Services team to identify and correct Learnset anomalies.
• Prepare operational status reports and dashboards for ICE upper management in the US.
• Demonstrate strong follow-through and consistently keep commitments to customers and employee.
• Oversees large team or area of the business; manage client communication; performs complex work and develops business plans, processes and policies.
• Focus is on client delivery, process management, business planning.
• Manage one or more business planning areas, such as capacity planning, client onboarding, cost estimating and responding to new demands.
• Manage one or more core functional areas such as quality, productivity and utilization management.
• Co-ordinate and or manage inter department projects.
• Manage social and communication related initiatives.
• Participate in managing client delivery.

Knowledge And Experience

• Bachelor’s degree or academic equivalent
• 6+ years of experience in the mortgage lending or financial services market
• 2+ years of experience managing a small- or mid-sized BPO/kpo team.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership
• Proven ability to create and maintain strong customer relationships.
• Must be comfortable communicating with both technical and non-technical audiences.

Preferred Knowledge And Experience

• Broad understanding of cloud technologies
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows
• Ability to document standard procedures and effectively train and motivate employees.
• Expert level knowledge.