Job Title: Senior Operations Manager – US Mortgage / Auto Lending / Dealer Financial Services / Retail Banking
Experience: 10+ Years
Domain: US Mortgage / US Retail Banking / Lending / Auto Finance / Consumer Lending Operations
Job Summary:
We are looking for an experienced Senior Operations Manager to lead Dealer Financial Services operations within the US Auto Lending domain. The role involves managing end-to-end lending operations, ensuring SLA adherence, driving operational excellence, and leading large teams to deliver high-quality outcomes for clients.
Key Responsibilities:
- Manage daily operations for US Auto Lending / Indirect Dealer Finance processes, ensuring productivity, quality, and turnaround time targets are achieved.
- Lead, coach, and mentor operations teams while managing performance, capacity planning, and workforce utilization.
- Drive compliance with client SLAs, regulatory requirements, quality standards, and internal controls.
- Act as a key stakeholder for client communication, performance reviews, audits, and operational discussions.
- Analyze operational metrics, prepare MIS dashboards, identify improvement opportunities, and implement process enhancements.
- Manage escalations, root cause analysis, and corrective action plans to improve customer and client satisfaction.
- Support process transitions, automation initiatives, and continuous improvement programs.
Required Skills & Experience:
- 10+ years of experience in US Mortgage / Lending, Auto Finance, Consumer Lending, Banking Operations, or Loan Origination.
- 10+ years of experience managing teams in an Operations Manager / Senior Manager capacity.
- Strong understanding of lending operations, quality frameworks, compliance, and client-facing environments.
- Excellent stakeholder management, analytical, and problem-solving skills.
- Experience handling SLA/KPI management, reporting, and process improvement initiatives.
