Associate Director - Mortgage Servicing - BPO/ITeS

We are looking at someone with core experience across US mortgage operations with default servicing, who has handled a good number of employees in her/his career.

The role requires highly effective hands-on management techniques to ensure a balance between long term deliverables, operations and motivating staff with widely differing aspirations working on complex processes, where service delivery is critical to success and maintaining business continuity. Please do find the below description for specific details,

Responsibilities:

1. To deliver to the client in the metrics of productivity, quality and time

2. Ensure productivity (in terms of time taken per unit output) as per client specification during the ramp up stage and the steady stage.

3. Direct supervision of Manager - Operations who manage shifts and teams

4. Ensure quality of output independently assessed by the quality team and client feedback.

5. Ensure delivery of specified productivity and quality within the time frame during the ramp-up stage and the steady stage

6. To lay down robust processes to plan, control and monitor the metrics of productivity and quality to provide leadership to the entire team.

7. Create a culture that promotes performance, transparency and participation

8. Ensure that employees are highly motivated and performing to their full potential by providing -Reward and recognition - Employee satisfaction - Performance management role definition for operations team, restructuring, promotions, reassignments and appraisals

9. Training Understanding training requirements and Developing and implementing programs

10. The key challenge in this assignment would be to manage the stakeholders (internal as well as external) in a highly dynamic environment and ensure that delivery standards are maintained in a dynamic market environment.

11. Would be responsible for building and leading large teams including managers and senior managers

12. Provide leadership and direction to experienced management team.

13. Responsible for Customer SLAs, Productivity, Cost Effectiveness, Capacity Utilization, planning, and control of all related metrics.

Knowledge, Skills & Ability:

1. Ability to respond to the demands and challenges of a 'Start Up' Environment.

2. Proven experience of successfully leading, managing and developing a team of both managers and staff across a diverse range of processes within an operational environment.

3. Strong organization and planning skills along with the ability of applying an analytical approach to resolving problems and identifying solutions.

4. Ability to manage resources of the unit, and structure in the most effective way to achieve efficient cost /service levels.

5. Ability to maintain control, direction and motivation in an ever-changing environment.

6. Excellent Communication skills

7. Ability to maintain seamless interface between the operations team and the business partners / internal customers & stakeholders, especially in high pressure scenarios

8. Self-driven individual with confidence of taking right decisions in the interest of the business

9. Ability to identify and proactively manage upcoming issues.

10. Where demanding productivity and quality goals must be met, and preferably where the service uses technology.

11. The person will have a strong people and processes orientation and should have demonstrated an ability to address complex logistical issues with at least 5 years of experience in operations.

12. The candidate should be currently managing similar process for a financial services client

13. Experience in mortgage industry with knowledge of mortgage processes like default services etc.