Visionet Systems - Director - Operations - Mortgage Services Business Division

Director, Operations

- This role holder will work closely with the Senior Leadership team and will be responsible for managing the operations of our US Mortgage Services business division. This role has the ability to view the Big picture and to work effectively for the process standards and capacities. The candidate shall be solely accountable for the SLAs of the client and to take care of end to end process delivery.

Roles and Responsibilities :

- Establish quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.

- KPI Management like C-Sat, Quality, process P&L

- Monitor overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levels.

- Lead and champion process improvement & innovation initiatives.

- Manage escalations by resolving client concerns and queries in a timely manner.

- Manage people functions like manpower planning, performance improvements and training, attendance, attrition etc.,

- Facilitate smooth transition of processes from various clients.

Key attributes of the incumbent :

- The incumbent should be an engineering / an MBA from a top-tier institution (engineering with MBA is preferred but not mandatory)

- 5+ years experience prior to / post completion of MBA program.

- Excellent analytical, excel and presentation and influencing skills

- Flexible in role definitions/responsibilities and willing to go the extra mile as needed to produce effective results as expected from this role.

- Solution Oriented - can work with minimum guidance to design solutions in solving business as well as day to day operations problem.

- Hands on and self-starter. Comfortable to work in fuzzy environment and handle resistance towards Change.

- Good understanding of numbers - exposure to Data Visualization / Operations Analytics / HR Analytics. Ability create useful insights based on large / small data sets and drive inferences / conclusions.

- Strategic thinker, result driven, must exhibit high customer sensitivity and service orientation.

- Adaptable to changing business needs, conditions and work responsibilities

- Ability to thrive in a fast-paced, results-driven, and team-oriented environment