Full-Time

Team Leader - US Mortgage Operations

• Position Team Leader - US Mortgage Operations
• Location Magarpatta City, Pune
• Employment Type Full-Time
• Experience • 4–7 years of experience in US Mortgage BPO/KPO industry. • Minimum 1–2 years of experience leading a team.

Job Description

The Team Leader will oversee day-to-day operations of a US mortgage process (such as Origination,
Processing, Underwriting Support, Closing, Post-Closing, Servicing, or Title processes). This role requires
strong process knowledge of US mortgage workflow, excellent people management skills, and the ability
to deliver high-quality results in a fast-paced outsourcing environment.

Key Re... Read More

The Team Leader will oversee day-to-day operations of a US mortgage process (such as Origination,
Processing, Underwriting Support, Closing, Post-Closing, Servicing, or Title processes). This role requires
strong process knowledge of US mortgage workflow, excellent people management skills, and the ability
to deliver high-quality results in a fast-paced outsourcing environment.

Key Responsibilities

1) Operational Management
• Lead, manage, and motivate a team of 10–20 mortgage associates to meet daily SLA and
productivity targets.
• Allocate tasks, monitor queues, track volumes, and ensure timely process completion.
• Perform regular quality checks and ensure adherence to US mortgage regulatory guidelines and
client-defined standards.
• Provide process expertise and support on complex cases, exceptions, escalations, and client
queries.
• Maintain daily/weekly/monthly MIS reports, dashboards, and performance trackers.

2) People & Performance Management
• Conduct daily huddles, one-on-ones, and team meetings to communicate updates, targets, and
process changes.
• Drive performance through coaching, mentoring, and structured feedback sessions.
• Identify training needs, skill gaps, and coordinate with the L&D team for refresher or upskilling
sessions.
• Manage attendance, schedule adherence, roster planning, and basic HR escalations in
coordination with leadership.

3) Client Management
• Act as point of contact for US-based clients for daily operations, updates, issue resolution, and
performance reviews.
• Ensure strong client satisfaction by maintaining high quality, compliance, and responsiveness.
• Participate in client calls, business reviews, and audits.

4) Quality & Compliance
• Ensure all tasks meet regulatory and compliance requirements such as CFPB guidelines, investor
standards (Fannie Mae, Freddie Mac), RESPA, TILA, and company SOPs.

Required Qualifications & Skills
• Implement process improvements, risk mitigation strategies, and best practices to enhance
accuracy and efficiency.
• Support internal and external audits with data, documentation, and corrective action plans.
• Bachelor’s degree in any Commerce, Arts or Business Administration.
• Hands-on experience in any mortgage domain: Origination, Processing, Underwriting Support,
Closing, Post-Closing, Servicing, QA, or Title.