Manager, US Mortgage

ICE Data Services; Pune District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

ICE Data Services in Pune seeks an experienced Operations Manager to lead a technology-enabled services team serving US mortgage companies. You will oversee daily delivery, optimize performance, manage escalations, and ensure data security while upholding SOPs.

The role emphasizes client delivery, process management, capacity planning, and cross-department project coordination. Candidates should have 10+ years in mortgage/financial services, 2+ years in team leadership, and strong communication,

Qualifications

• Total 10+ years of experience in mortgage lending or financial services.
• 6+ years experience managing a small- or mid-sized 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.

Responsibilities

• Hire, train, and manage a team delivering 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 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 employees.
• 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.

Skills

Communication skills

Problem solving

Time management

Organizational skills

Customer relationships

Technical communication

Ownership

Tools

Microsoft Excel

Microsoft Word

Microsoft Windows

Microsoft Office

Job description

Job Description:

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.

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 employees 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

• Total 10+ years of experience.
• 6+ or more years of experience in the mortgage lending or financial services market
• 2+ years of experience managing a small- or mid-sized 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.