Job Description

Job Summary –

Team Leader will be responsible for performing a variety of loan documentation duties on complex loan packages and ensure compliance with policies and procedures for loan products. Candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions:

 Ensure the SLA's and KPI Targets as specified by the client are met consistently

 Demonstrate strong process knowledge and lead process changes / improvement with end to end understanding of Product

 Conduct huddle/ trainings for process changes / areas of improvement at defined intervals

 Review and respond to client escalations, Team Queries, and support team as Subject Matter Expert

 Coaching and developing team members to drive performance and behaviors, including providing the Services in accordance with the Performance Standards and the Service Levels.

 Strong attention to detail and comprehension of various control reports

 Deliver on CSAT targets External/ Internal and ensure that customer engagement is always in ‘Promoter’ zone

 Comply to all ISO & ISMS related protocols

 Preparing service quality plan including quality control, assurance & improvement for the agents to create comprehensive quality program for the process

 Maintain staffing requirements as specified from time to time

 Control attrition through employee engagement activities

 Leading and participating in projects;

 Ensuring alignment between Client and delivery team by regularly attending calibration/coaching excellence sessions

 Monitoring results and KPI data to drive performance and Team member behaviors including team goals

 Conduct periodic appraisals of team members

 Publish daily, weekly & Monthly reports

 Engage with different departments within the organization (HR, Recruitment, Admin, Transport etc...) to ensure smooth functioning of the process.

 Identify portfolio risks resulting from the client's underlying business practices

Requirements:

This role requires a wide variety of strengths and capabilities, including:

 Should be graduate from recognized university

 Mandatory 2 years of US Mortgage experience in Origination specifically Pre Underwriting / Conditions review

 Prior team handling experience is a must

 Strong command of the English language, along with analytic, interpersonal, and verbal and strong written communication skills

 Ability to work in a flexible and production-oriented environment

 Good interpersonal skills

 Good understanding of key back-office operations metrics

 Good analytical skill

 Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

 Good planning skills

 Good balance between people, process & clients

 Good client management & relationship building skills

 Ability to work in 24/7 process and mostly in US based shift pattern

 Open to Work from Office

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.