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Deputy Manager (Loan Servicing)
2COMS
posted 5d ago
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Job Description
SUMMARY
Opening for Deputy Manager (Loan Servicing) Leading MNC- Chennai
Exp- 8+ (Min 2 Years Assistant Manager)
Location - Chennai
CTC-13 LPA
Shift- US Shift
Notice- Immediate-30 Days
Job Description-
Min 4-5 years of experience in managing teams in US Mortgage Servicing operations
Essential Skills-
Experience in managing US Mortgage Servicing operations with teams of 25-30 associates in outsourced environment
Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
Functional/Technical Skills: must possess very strong US mortgage servicing domain along with quantitative, analytical and technical aptitude skills
Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers .
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added - value.
Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Ability to manage client escalations and client relationships
Responsibilities-
Managing complex US Mortgage Servicing operations process on a day to day basis
Independently resolve outstanding issues and communicate/escalate problems to clients and Senior Management.
Participate in industry initiatives and working groups and and when required
Driving productivity and efficiency
Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
Complete ownership of deliverable of team and handling escalations.
Attend daily calls with customer and explain the status/ progress of deliverables
Respond to customer queries on deliverables
Help team members to fix the issues in daily activities
Act as first/Second level of escalation on delivery issues
Supervision of Lead Analysts, Senior Analyst and Analyst
Ensure all reference data related activities are completed as per client expectations
Meet the TAT and error free delivery
Contribute to process streamlining and improvement
Plan and prioritize all projects handled by the team.
Ensuring Checklist, Metrics and EOD activities are completed and signed off.
Ensuring timely updates/review of SOPs, Issue Logs
Ensure adherence / Managing KPI and SLAs on ongoing basis
Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
Maintenance of escalation policies
A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
Ensure attritions targets are not breached
Managing a team of agents in customer driven enviornment
Actively participate in governance calls with the clients for effective process management
Manage operations through end to end planning, metrics review and root cause analysis
Manage Client relationship as part of operations delivery;
Drive change by successful implementation of process improvement recommendations
Review overall staff performance and recommend training needs
Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery
Requirements Total 8+ years of Exp with Min 4-5 years of experience in managing teams in US Mortgage Servicing operations
Min 2 Years as an Assistant Manager
Employment Type: Full Time, Permanent
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Strict timing
Alternate Saturday off
No travel
Day Shift
2COMS Benefits
Job Training 
Work From Home 
Soft Skill Training 
Team Outings 
Free Transport 
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