Job Description: Operations Manager-MSS Lending
Experience: 7-12 Years
Salary: 6-10LPA
Work Location: Chennai
Shift Timings: 7:30PM to 4:30AM(US Shift)
US Mortgage Pre Underwriting/Full Underwriting Experience is Mandatory
Job Description:
- Key Responsibility Area:
- The fundamental duties & tasks the define the job are:
- Oversee day‑to‑day HELOC operations across processing, underwriting support, closing, and ancillary activities.
- Ensure all files meet SLA, TAT, and accuracy expectations consistently.
- Monitor pipeline volumes, balance workloads, and plan staffing based on forecast models.
- Drive governance around backlog management, prioritization, and exception handling.
- Ensure strict adherence to US lending regulations (TILA, RESPA, ECOA, HMDA) and investor/lender guidelines.
- Lead a team of Team Leads, SMEs, Quality Analysts, and Process Executives.
- Conduct monthly performance evaluations, coaching discussions, and development plans.
- Collaborate with Training/SME teams to close knowledge gaps and drive capability‑building.
- Build succession pipelines, support cross-skilling initiatives, and manage new‑hire onboarding.
- Maintain strong team morale, engagement, and retention through proactive leadership.
- Own process risk management—identify operational risks and implement mitigation plans.
- Work closely with the Quality Lead to analyze error trends, RCA findings, and compliance gaps.
- Implement preventive controls such as checklists, dual reviews, SOP alignment, and audit trails.
- Manage pre‑fund and post‑close audit requirements with zero tolerance for regulatory exceptions.
- Ensure underwriting support accuracy, closing document integrity, and complete documentation.
- Serve as the primary point of contact for US stakeholders (operations, underwriting, closing, QC, compliance teams).
- Lead weekly/monthly client governance calls, business reviews, and alignment discussions.
- Provide transparent reporting on volume trends, SLA performance, quality metrics, and risks.
- Manage escalations professionally and ensure timely resolution with root‑cause prevention.
- Identify process inefficiencies and lead improvement projects through automation, workflow redesign, or best‑practice adoption.
- Update SOPs and process playbooks in alignment with client and regulatory changes.
- Partner with Analytics/Workforce teams to improve forecasting, utilization, and cost efficiency.
- Support system migrations, LOS enhancements, or new process rollouts.
- Own daily/weekly/monthly MIS for:
- Production & backlog
- SLA/TAT adherence
- Quality & error trends
- Capacity vs. forecast
- Attrition, attendance & key workforce metrics
- Present governance decks to leadership and clients highlighting achievements, risks, and action plans.
Eligibility Criteria:
- Education – Graduates ( Pursuing graduation / undergraduate with strong interpersonal skills )
- 7–12 years of experience in US mortgage operations with strong exposure to HELOC processes.
- Deep functional knowledge of HELOC Processing, Underwriting Support, and Closing workflows.
- Strong understanding of regulatory frameworks: TILA, RESPA, ECOA, HMDA, Fair Lending.
- Hands‑on experience with LOS platforms (Encompass, Empower, MSP, Fusion).
- Proven experience managing teams of 25+ members including Leads and SMEs.
- Strong analytical, decision‑making, and problem‑solving capability.
- Excellent written and verbal communication for stakeholder and client interaction.
Essential duties and responsibilities:
- Comply with data integrity and security policies
- Follow required procedure & guidelines
- The ideal candidate for this role would have:
- Verbal & written communication skills along with active listening
- Ability to multi-task, set priorities & manage time effectively
- Prior experience in HELOC underwriting support or closing documentation review.
- Experience in mortgage operations.
- Exposure to title, insurance, and property documentation review.
- Experience supporting US-based underwriters.
- Exposure to pre-fund/post-close audits.
- Experience in client‑facing roles.
- Prior experience as SME or Quality Analyst in HELOC.
- Exposure to pre‑fund/post‑close audits.
- Experience in managing multi‑state HELOC operations or multiple investor guidelines.
- Exposure to pre‑fund/post‑close audits and QC frameworks.
- Experience supporting/partnering with US underwriters and closing teams.
- Leadership & team motivation
- Strong ownership & accountability
- Strategic thinking with operational discipline
- Quality‑first mindset
- Stakeholder management & negotiation
- Risk awareness and control orientation
- Change management & adaptability
Benefits & Perks:
- Competitive Salary
- Medical insurance
- Two weekly offs – 5 days working and 2 Week Offs
- Hassle-free transit to work – Cab facility available for pick & drop
