Operations Manager - Level 2

In this role, you will:

• Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area
• Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance
• Engage stakeholders and internal partners associated within the Operations area
• Work independently on moderately complex issues and projects
• Identify opportunities for process improvement and risk control development and escalates issues to more experienced management
• Provide training, performance, evaluation and coaching of less experienced team
• Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
• Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
• Provide responsibility for budget and financial performance
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications, International:

• Experience in Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, education
• Leadership experience

Desired Qualifications:

• Bachelor’s Degree graduate
• 6 years of financial services industry experience
• Knowledge on US Mortgage domain is essential preferably Loan Servicing and Collections
• Exhibits solid numerical and detail oriented skills
• Should be willing/flexible to work in rotational shifts or night shifts if required

Job Expectations:

• Manage process and lead a team, actively participate in projects and process enhancements and encourage creative thinking amongst the team
• Strong business knowledge to answer the process related questions from the team and help them to meet the business objectives.
• Responsible for daily management of a team, which includes, but not limited to – capacity planning, performance reporting on a periodic basis, utilization, cross training for business cycles, reviewing, prioritizing, and distributing daily work to meet deadlines and goals.
• Have regular calls with the business, understand and articulate to the requirement from the onshore for the smooth course of the process.
• Understand the feedback received from the onshore team and disseminate the same to the team and team member.
• Work with team members to analyze the existing practices and generates ideas, utilize simple improvement tools in increasing the team efficiency.
• Coach, Mentor, Develop, Onboard and provide career development planning and opportunities to the team members.
• Showcase high level of adherence to Risk & Compliance also ensuring every team member abides by the same.