Manager, Delivery, DDS Operations

ICE Clear Europe Limited; Pune District; Sur place; INR 1 800 000 - 2 600 000; Plein temps

Résumé du poste

ICE Clear Europe Limited seeks a Service Manager in Pune to build and lead a new team delivering technology-enabled services to US mortgage companies. You will hire, train, and oversee daily operations, ensuring data security and timely delivery, while coordinating with ICE Data Services and US management.

A strong background in financial services and proven leadership are essential. You will manage SOPs, performance, and client communications, driving process improvements and ensuring

Qualifications

• 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.

Responsabilités

• 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.
• 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.

Connaissances

Team leadership

Client communication

Problem solving

Time management

Formation

Bachelor’s degree or academic equivalent

Outils

Microsoft Office

Microsoft Windows

Description du poste

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.