Visionet Systems - Director - Operations - US Mortgage Services Business Division - IIM/IIT/ISB/MDI/FMS

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 :

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

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

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

4. Lead and champion process improvement & innovation initiatives.

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

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

7. Facilitate smooth transition of processes from various clients.

Pre-requisite :

1. Engineering from Tier 1 institute

2. MBA from Tier 1 premier institutes