Director - Mortgage Operations

Role Description:

This is a full-time on-site role for a Director Operations Mortgage located in Mumbai.

The Director will be responsible for day-to-day operations management, team management, budgeting, and ensuring high levels of customer service in the mortgage division.

Qualifications:

- 15 + Years experience.

- US Mortgage Operations Management and Budgeting skills.

- Analytical Skills and Team Management abilities.

- Experience in Customer Service.

- Strong decision-making and problem-solving skills.

- Excellent communication and leadership skills.

- Proven track record of driving operational efficiency and process improvements.

The Director - Operations Mortgage is a critical leadership role responsible for overseeing and optimizing the day-to-day operations of the mortgage division. This role requires a highly experienced and results-oriented individual with a proven track record in US mortgage operations, team leadership, budgeting, and customer service. The Director will be responsible for driving operational efficiency, process improvements, and ensuring a seamless and positive customer experience.

Key Responsibilities:

Operational Management:

- Oversee all aspects of mortgage operations, including loan origination, processing, underwriting, closing, and post-closing activities.

- Develop and implement operational strategies to achieve business objectives and enhance efficiency.

- Monitor key performance indicators (KPIs) and implement corrective actions as needed.

- Ensure compliance with all applicable regulations and legal requirements. Identify and mitigate operational risks.

- Streamline processes and workflows to improve productivity and reduce costs. Implement and manage technology solutions to support mortgage operations.

Team Management:

- Lead, manage, and mentor a team of mortgage professionals.

- Foster a positive and collaborative work environment. Set performance expectations and provide regular feedback.

- Conduct performance reviews and identify training and development opportunities. Resolve employee issues and conflicts.

Ensure adequate staffing levels to meet business needs.

Budgeting and Financial Management:

- Develop and manage the annual budget for the mortgage operations department. Monitor expenses and identify opportunities for cost savings.

- Analyze financial performance and provide regular reports to senior management. Forecast future financial performance.

Customer Service:

- Establish and maintain high standards of customer service. Develop and implement customer service strategies to enhance customer satisfaction.

- Resolve customer complaints and escalations. Monitor customer feedback and identify areas for improvement. Ensure timely and accurate communication with customers.

Process Improvement:

- Identify and analyze existing processes and workflows.

- Develop and implement process improvements to enhance efficiency and reduce costs.

- Implement best practices in mortgage operations. Champion a culture of continuous improvement.

Strategic Planning:

- Contribute to the development of the overall strategic plan for the mortgage division. Identify market trends and competitive landscape.

- Develop and implement strategies to capitalize on market opportunities. Required Skills and

Qualifications:

- Bachelor's degree in Business Administration, Finance, or a related field. MBA or other advanced degree preferred.

- 15+ years of experience in US mortgage operations management, with a demonstrable track record of success.

Deep understanding of the US mortgage industry, including regulations, compliance requirements, and best practices. Proven experience in budgeting, financial management, and P&L responsibility.

- Strong leadership, team management, and mentoring skills. Excellent communication, interpersonal, and presentation skills.

- Strong analytical, problem-solving, and decision-making skills.

- Proven ability to drive operational efficiency and process improvements. Experience in customer service and customer relationship management.

- Proficiency in mortgage origination systems (LOS) and other relevant software applications. Ability to work independently and as part of a team. Strong work ethic and commitment to achieving results.