The Role
Leads day-to-day mortgage operations, manages team performance, staffing, SLAs, KPIs, quality, escalations, and customer concerns. Analyzes operational metrics, drives process improvement, supports transitions and automation, coordinates with cross-functional teams, and ensures compliance with mortgage, client, investor, information security, and regulatory requirements. Maintains reports, supports capacity planning and cost optimization, and promotes employee development and engagement.
Summary Generated by Built In
ROLE AND RESPONSIBILITIES
Key Responsibilities
Lead, manage, and oversee the day-to-day operations of the assigned process/team to ensure service delivery meets client expectations and business objectives.
Monitor daily production activities, allocate work effectively, and ensure adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
Provide leadership, guidance, coaching, and mentoring to team members to improve performance, productivity, and professional development.
Conduct regular team huddles, one-on-one meetings, and performance reviews to communicate goals, provide feedback, and address performance gaps.
Analyze operational metrics, productivity reports, quality scores, and customer feedback to identify trends and implement process improvements.
Drive continuous improvement initiatives to enhance operational efficiency, reduce errors, improve quality, and increase customer satisfaction.
Coordinate with Quality, Training, Workforce Management (WFM), HR, IT, and other support functions to resolve operational issues and improve team performance.
Handle customer escalations, operational challenges, and employee concerns in a timely and professional manner.
Monitor attendance, leave planning, shift adherence, and workforce utilization to ensure adequate staffing levels.
Support the implementation of organizational initiatives, process transitions, automation projects, and continuous improvement programs.
Participate in capacity planning, resource forecasting, and workload distribution to optimize operational efficiency.
Identify training needs and work closely with the Learning & Development team to enhance employee capabilities.
Conduct root cause analysis (RCA) for process deviations, quality issues, and SLA misses, and implement effective corrective and preventive actions (CAPA).
Maintain accurate operational records, MIS reports, dashboards, and management reports for leadership review.
Foster a positive, collaborative, and high-performance work environment that promotes employee engagement and retention.
Drive employee recognition programs and encourage a culture of accountability, ownership, and continuous learning.
Monitor operational costs and support cost optimization initiatives while maintaining service quality and productivity.
Ensure business continuity by following Business Continuity Planning (BCP) procedures and participating in disaster recovery preparedness activities.
Demonstrate a strong understanding of Information Security policies and ensure adherence to data protection, confidentiality, and client compliance requirements.
Mortgage Process Management
Develop a strong understanding of mortgage servicing and origination processes, including document review, title operations, lien releases, document generation (DocGen), recording services, indexing, data extraction, quality control, and post-closing activities.
Ensure compliance with client-specific guidelines, investor requirements, regulatory standards, and internal operating procedures.
Review and resolve process exceptions, escalations, and complex mortgage-related issues within established timelines.
Support process transitions, new client implementations, and operational stabilization activities.
Required Skills
Strong people management and leadership skills.
Excellent communication and interpersonal skills.
Good analytical and problem-solving abilities.
Strong decision-making and conflict-resolution skills.
Proficiency in Microsoft Excel, Word, PowerPoint, and reporting tools.
Ability to analyze operational metrics and prepare management reports.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Graduate (Management -preferred), 3-4 years of Operations/people management experience
ADDITIONAL NOTES
Evening / night shift working, should be able to work on multiple projects at the same time
Skills Required
- Graduate degree
- Management degree or background
- 3-4 years of operations or people management experience
- Strong people management and leadership skills
- Excellent communication and interpersonal skills
- Analytical and problem-solving abilities
- Decision-making and conflict-resolution skills
- Proficiency in Microsoft Excel, Word, PowerPoint, and reporting tools
- Ability to analyze operational metrics and prepare management reports
- Availability to work evening or night shifts
- Ability to work on multiple projects simultaneously
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The Company
What We Do
Outamation provides compliance-first AI and workflow automation for mortgage servicers and other regulated organizations. Its software streamlines document-heavy work such as loan modifications, loss mitigation, default servicing, and document management, combining document intelligence, customizable workflows, integrations, and automated quality checks. The company also serves healthcare providers and legal firms. Its stated mission is cost-effective, purpose-driven automation that improves efficiency while maintaining compliance with industry standards.
