Manager, Mortgage Data Operations

ICE; Maharashtra; On-site; INR 900,000 - 1,800,000; Full time

Job summary

ICE is seeking a Service Manager to hire, train, and lead a new team delivering technology-enabled services to US-based mortgage companies. You will oversee day-to-day activities, ensure data security, and work with ICE management in the US to drive operational success.

A background in financial services (mortgages) and strong leadership, communication, and process-management skills are required for this role.

Qualifications

• Bachelor's degree or academic equivalent.
• 6+ years in mortgage lending/financial services.
• 2+ years in managing a 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 handle pressure and multiple tasks simultaneously.
• Initiative and strong ownership.
• Proven ability to build strong customer relationships.
• Comfortable communicating with both technical and non-technical audiences.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US-based mortgage companies.
• Oversee team activities and optimize performance daily.
• Act as escalation point for Team Leader/Asst. Manager to overcome service obstacles.
• Ensure Data Security is maintained.
• Document SOPs and enforce adherence.
• Track and document each employee’s time on mortgage folders.
• Collaborate with ICE Data Services to identify Learnset anomalies.
• Prepare operational status reports and dashboards for ICE upper management.
• Demonstrate follow-through and keep commitments to customers and employees.
• Oversee a large team or area, manage client communication, and develop plans and policies.
• Focus on client delivery, process management, and business planning.
• Manage capacity planning, client onboarding, and cost estimation.
• Manage core areas such as quality, productivity, and utilization.
• Coordinate inter-department projects and related initiatives.
• Participate in managing client delivery.

Skills

Team leadership

Communication skills

Problem solving

Time management

Ownership

Client relations

Ability to work under pressure

Education

Bachelor's degree or academic equivalence

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.

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+ or more 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

• 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.