Assistant Manager/deputy Manager - Quality

  • Chennai
  • 10-11 lakh
  • 5-8 years
  • Views
  • 21 Nov 2016

  • Operations

  • KPO/ Analytics
Job Description

Principle Responsibilities are listed below :

Process management :

- Proficient in US residential mortgage underwriting, processing or closing (Not Default or Servicing)

- Provide subject matter expertise to the team on FNMA, FHLMC, FHA and VA guidelines

- Act as an interface between onshore and offshore teams

- Conduct sample reviews of the files underwritten by the team on a daily/weekly/monthly basis

- Should be abreast with current US underwriting guidelines, federal and state laws

- Conduct daily and weekly calibration calls as per process requirement

- Actively participate in all client review and internal review calls

- Provide training needs analysis and error trend analysis on error categories and sub categories

Team responsibilities :

- Monitor performance of team and identify training needs

- Organize periodic refresher training for team members

- Effective coaching and counselling to team members

- Provide floor support to the team and resolve process related queries

- Conducts daily team huddles to discuss process related issues

- Govern the error rebuttals to ensure rebuttals are valid

Reporting and Documentation responsibilities :

- Prepare Process Standard Operating procedures and send them for client review on a periodic basis

- Share Daily / Weekly / Monthly Production, SLA, Agent Utilization, Shrinkage, Absenteeism, Attrition and Quality report - agent wise and team wise

- Prepare process specific training plan and training content

- Report daily, weekly and monthly progress of the processes to clients through dashboards

Other responsibilities :

- Weekly team roster, attendance and leave management

- Coordinate and liaison with inter departments for smooth functioning of Quality team

- Implement and act in accordance with the organization's information security policy

- Identify process improvement opportunities and take it to logical closure

- Preparing weekly / monthly dashboards for internal / external reviews

Eligibility Criteria :

Expected Qualification :

- Graduate / Post Graduate

- Medium of education English

Experience :

- Minimum 3 years of team handling experience

- Minimum of 5-7 year residential US mortgage Underwriting

- Should have worked in Conventional and Government loans

- Demonstrated understanding of mortgage life cycle and compliance

- Knowledge of conventional and/or government lending guidelines

- Familiarity with multiple Loan Originating systems

Required Skills :

- Excellent written and verbal communication skills

- Ability to analyze and comprehend complex financial data and provide financial alternatives

- Professional and effective interpersonal skill

- Proficient in MS Office

Behavioral Skills :

- Accurate and thorough

- Meticulous and diligent

- Positive attitude and strong work ethics

- Ability to manage multiple tasks/projects and deadlines simultaneously

- Requires minimal supervision

- Flexible to 24/7 working

- Take ownership of outcomes and ensure success

- Lead by example (capable of doing a team members job in the ideally expected way)

- Carry a highly professional body language and communicate respectfully

- Ability to work beyond the normal schedule hours

Desired Skills :

- Continuous Improvement deployment using Six Sigma methodology in a Mortgage

- Certified or Trained on Lean / Green Belt / Black Belt

- Strong project management skills required

- Strong analytical and problem solving skills

- Ability to direct and influence stakeholders

- Good command on MS Office applications (MS-Excel, MS-Word)

- Problem solving skills and attention to detail

- Ability to multi task, self-starter

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