Manager- US Mortgage Operation

ICE Data Services; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

ICE Data Services in Hyderabad seeks an experienced Senior Operations Manager to lead a technology-enabled services team serving US mortgage clients. You will hire and train staff, drive performance, ensure data security, document SOPs, track time, and produce dashboards for US management.

The role emphasizes client delivery, process optimization, and cross-functional project coordination in a fast-paced BPO/KPO environment.

Qualifications

• 10+ years of experience in the mortgage lending or financial services market
• 3+ years of experience managing a small- or mid-sized BPO/KPO team
• Bachelor's degree or academic equivalent

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.
• 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.

Skills

Team management

Client communication

Process documentation

Cloud technologies

Microsoft Office

Data analysis

Education

Bachelor's degree or academic equivalent

Tools

Microsoft Office

Job description

Role & 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.

Preferred candidate profile

Education & Experience

• Bachelors degree or academic equivalent

10 or more years of experience in the mortgage lending or financial services market

• 3 or more years of experience managing a small- or mid-sized BPO/kpo team.

Preferred to have skills.

• 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.