Assistant Manager

About Us

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Link - https://www.gomoder.com/about-moder

Roles & Responsibilities:

should come with in depth knowledge of Servicing Operations. Will oversee multiple Client engagements and will have to manage resources to ensure Quality and efficient delivery of products and services to clients.

SLA Compliance: Monitors daily inflow and completions. Also conducts daily huddles to prioritize the day's work.

Process Compliance: Ensures agents are following the most updated SOP. Manage the statutory and regulatory requirement of each Client engagement

Client Management: Manage weekly/monthly business review calls. Promptly responds to all queries and escalations from client partners.

Knowledge Management: Ensures the team completes all mandatory and process specific courses in a timely manner.

Operations: Daily Operations are managed efficiently by reporting the status to the stakeholders.

Quality Planning: Reviews quality scores for the agents and provides plan on Quality control and assurance and improvement at process level to meet the SLA targets.

Compliance and Audit: Ensures the processes are inline with all the Audit and Compliance requirements by frequently reviewing the process and implement necessary controls

Performance Reviews:

o Prepares monthly scorecard of the agents to track SLA targets of each team members and conduct 1-1 meeting basis the performance.

o Identifies training needs of the team and coach bottom performers

o Build succession plan to avoid any potential risk to the process

Lead the governance calls with clients and internal stake holders to review process performance.

Plan for resource utilization and capacity planning

Qualification & Experience

Educational qualification and years of experience required in any specific domain/skill for the role

• Basic Degree completion (15 years of education)
• Good written and oral communications skills in English

7+ years of US Mortgage Experience and 2+ years as an TL/AM.

The candidate should have experience in Bankruptcy and US Mortgage

Mode of Work-Work from Office

Shift-Night Shifts

Location-Bangalore