Assistant Manager – US Mortgage Operations

Abacus; Lahore; On-site; PKR 1,674,000 - 2,567,000; Full time

Job summary

Abacus in Lahore is seeking an experienced Assistant Manager – Home Finance to support our US-based mortgage process. You will lead a team, ensure productivity, quality, and compliance, and coordinate with US clients to resolve issues.

The ideal candidate has 4–5 years in US mortgage/home finance, strong leadership and communication skills, and proficiency in MS Office. Night shifts and US business hours are required.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting or related field.
• 4–5 years of US mortgage/home finance or related BPO operations experience.
• Experience in a team-lead or supervisory role.
• Strong knowledge of US mortgage/home finance processes and documentation.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-management abilities.
• Proficiency in MS Office, especially Excel and PowerPoint.
• Ability to analyze operational data and prepare performance reports.
• Ability to work under pressure and meet strict deadlines.
• Willingness to work US business hours/night shifts.

Responsibilities

• Manage day-to-day operations of the home finance/mortgage process.
• Lead and motivate a team to meet targets for productivity, quality, and service.
• Monitor performance and provide feedback and coaching.
• Ensure processes comply with SOPs and client requirements.
• Review loan documentation for accuracy and compliance.
• Coordinate with US clients and internal teams to resolve issues.
• Prepare and share daily/weekly/monthly performance reports.
• Identify gaps and suggest process improvements.
• Handle escalations and ensure timely resolutions.
• Ensure data privacy and compliance requirements are followed.
• Conduct team meetings and performance reviews.
• Support recruitment, onboarding, training, and development.
• Ensure business continuity during peak volumes.
• Maintain strong communication with onshore client teams.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Team management

Multitasking

Attention to detail

Education

Bachelor's degree in Business/Finance

Tools

Excel

PowerPoint

Job description

We are looking for a motivated and experienced Assistant Manager – Home Finance to support the management and day-to-day operations of a US-based home finance process. The ideal candidate will have strong knowledge of mortgage/home finance operations, excellent leadership skills, and the ability to manage teams while ensuring productivity, quality, compliance, and client requirements are consistently met.

Key Responsibilities

• Manage and supervise the day-to-day operations of the assigned home finance/mortgage process.
• Lead, coach, and motivate a team to achieve operational, productivity, quality, and service-level targets.
• Monitor team performance and provide regular feedback, coaching, and performance improvement plans where required.
• Ensure all processes are handled accurately and in accordance with defined SOPs and client requirements.
• Review and monitor loan/mortgage-related documentation for accuracy, completeness, and compliance.
• Coordinate with internal teams and US-based clients/stakeholders to resolve operational issues and ensure smooth workflow.
• Monitor daily productivity, quality, attendance, and adherence to process timelines.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Identify process gaps and recommend improvements to enhance efficiency and quality.
• Handle escalations and ensure timely resolution of client and operational concerns.
• Ensure the team follows applicable data privacy, confidentiality, and compliance requirements.
• Conduct team meetings, performance reviews, and regular process updates.
• Support recruitment, onboarding, training, and development of team members when required.
• Ensure business continuity and effective resource utilization during peak volumes.
• Maintain strong communication with onshore/client teams and provide timely updates on process performance.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field.
• 4–5 years of experience in US mortgage, home finance, banking, lending, or related BPO operations.
• Previous experience in a team-lead or supervisory role is required.
• Strong understanding of US mortgage/home finance processes and documentation.
• Good knowledge of loan processing, underwriting support, documentation, or related mortgage operations.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-management abilities.
• Good command of MS Office, particularly Excel and PowerPoint.
• Ability to analyze operational data and prepare performance reports.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to work under pressure and meet strict deadlines.
• Willingness to work according to US business hours/night shifts, as required.

Preferred Experience

Candidates with experience in any of the following areas will be preferred: