At Sutherland, we are a global business and digital transformation partner helping clients deliver exceptional customer and business outcomes through market-leading technology, process excellence, and people-first solutions. With operations across multiple countries, we provide customer experience, back-office, digital, and consulting services to some of the world's leading brands.
Job DescriptionSutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.
The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services, or BPO operations and a passion for driving team performance and operational excellence.
Key Responsibilities
- Manage the day-to-day operations of the Communication Desk.
- Lead, coach, and develop a team of communication specialists to achieve performance goals.
- Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels.
- Monitor communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness.
- Handle escalated concerns and drive timely resolution of complex issues.
- Collaborate with cross-functional teams to support smooth loan processing and servicing activities.
- Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Ensure compliance with company policies, client requirements, and data privacy standards.
Types of Inquiries Supported
- Loan Status Updates
- Welcome and Follow-Up Calls
- Document Collection and Follow-Ups
- Income and Debt-to-Income (DTI) Discussions
- Pricing Inquiries
- Loan Restructuring Requests
- Appraisal Status Updates
- Guideline Clarifications
- Customer and Broker Escalations
- Bachelor's degree or equivalent work experience.
- At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations.
- Strong people management and stakeholder management skills.
- Experience managing SLA-driven operations and performance metrics.
- Proven ability to lead teams, drive results, and manage escalations.
- Excellent communication, problem-solving, and decision-making skills.
- Proficiency in Microsoft Office and reporting tools.
- Mortgage industry experience is highly preferred.
What You'll Bring
- Strong leadership and coaching capabilities
- Customer-focused mindset
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Data-driven decision-making skills
- A continuous improvement and operational excellence mindset
Why Join Sutherland?
- Lead a high-impact team supporting critical mortgage operations.
- Collaborate with diverse stakeholders across the loan lifecycle.
- Drive operational excellence and continuous improvement initiatives.
- Grow your career with a global organization committed to innovation, development, and customer success.
Apply today and be part of a team that delivers world-class service and operational excellence.
Skills Required
- Bachelor's degree or equivalent work experience
- At least 3 years of leadership experience in mortgage, banking, financial services, BPO, or customer service operations
- Strong people management and stakeholder management skills
- Experience managing SLA-driven operations and performance metrics
- Proven ability to lead teams, drive results, and manage escalations
- Excellent communication, problem-solving, and decision-making skills
- Proficiency in Microsoft Office and reporting tools
- Mortgage industry experience
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
-
Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
-
Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
-
Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
