Director- Operations

Department Processing Job posted on Jan 04, 2026 Employment type Probationary
Roles and Responsibility As an Operations and People leader for the US Mortgage Originations team, you will be a critical figure in driving Originations process and domain knowledge across all teams. Along with heading the Originations team, your role will involve managing the team’s performance on contractual SLA’s and fostering a strong and motivated team environment

• Manage a team of Mortgage originations analysts, trained across multiple queues and processes such as Customer Support Specialist, Processing & Processing Support, Closing, Scheduling, Verification of Employment, etc.
• Participate with creation, update, and approval of new processes and procedures
• Manage day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business objectives.
• Being a US Mortgage Originations Lead, the role will require to identify opportunities and develop large scale capabilities to attract new growth and ramps in existing accounts.
• Responsible for interviewing and hiring full time team members, working closely with internal and third-party recruiters
• Perform monthly one on ones and year end performance reviews with employees
• Aid senior leadership during executive decision-making process by generating insights from daily reports to better assess corrective actions and improvements.
• Deliver positive client experiences by implementing effective quality assurance practices.
• Proactively drive higher client CSAT and explore opportunities for business expansion

Qualification & Experience

• Minimum 10-15 years of progressive Operations experience in a multinational organization with at least 2 years of experience in US Mortgage and financial services
• Strong inter-personal skills to drive the team to meet increasing demand and objectives.
• University degree in a relevant discipline, or a professional qualification.
• General knowledge on different processes and sub processes in US Mortgage
• Ability to work under pressure in handling time critical deliverables, expertise and drive a large team with accuracy.
• Confident, well-rounded, methodical person with strong analytical skills
• Self-motivated, pro-active and have the ability to work consistently and efficiently to achieve goals, either as an individual or as part of a team
• Attention to detail and accuracy is essential
• Task orientated and inquisitive in nature
• Mortgage compliance / risk management
• Pipeline management
• Performance management accountability (financial, SLA, production, quality)
• Excellent communication skills
• Effective process management / process redesign / change management
• Strong leadership skills