Assistant Manager/Manager -(NonTechnical)

Cognizant Technology Solutions
  • Hyderabad
  • Confidential
  • 10-13 years
  • Views
  • 16 Aug 2018

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Manage day to day operations Manage administrative functions of the team: job reviews, interviewing, team meetings, Training for new staff Conducts new and ongoing training for underwriters Producing internal metrics to measure performance, Identifying and correcting problem areas Supervise associates by monitoring volumes and patterns and schedule adherence. Report on daily performance, agent level performance and manage performance metrics Maintain a database to track all customer complaints/ process issues and causes and drive actions to minimize them Deliver on day to day process targets in meeting customer SLA Maintain up to date knowledge of government regulations and real estate laws Manages any escalation for Underwriting group Develop performance standards, metrics and goals and manage the achievement of those goals Help develop automation and process improvement opportunities Ensure Compliance and controllership Make all necessary day to day decisions which effect the team and the work processed by the team Coach the team for improved performance Be the first level of escalation for the team/ business. Qualifications: Graduate with excellent communications skills (oral & written) 10-12 years with Mortgage Origination Experience specially in managing Underwriting groups/teams Strong management/people skills Manage contingencies; Ability to analyze problem situations, take ownership and resolve Act as single point of contact for all operational issues at onsite pertaining to management of Cognizant production team Familiar with essential processes of Ops functional areas and able to work cross functionally Added advantages: Knowledge of mortgage loan processing, compliance, investor products and underwriting guidelines Experienced in managing 50-60FTE team size Passport with US Visa

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Cognizant Technology Solutions