Operations Manager -MSS Lending

ENCORE IT SOLUTIONS

Website: encore-itsolutions.com
Job details:

Job Description: Operations Manager-MSS Lending

Experience: 7-12 Years

Salary: 6-10LPA

Work Location: Chennai

Shift Timings: 7:30PM to 4:30AM(US Shift)

US Mortgage Pre Underwriting/Full Underwriting Experience is Mandatory

Job Description:

• Key Responsibility Area:
• The fundamental duties & tasks the define the job are:
• Oversee day‑to‑day HELOC operations across processing, underwriting support, closing, and ancillary activities.
• Ensure all files meet SLA, TAT, and accuracy expectations consistently.
• Monitor pipeline volumes, balance workloads, and plan staffing based on forecast models.
• Drive governance around backlog management, prioritization, and exception handling.
• Ensure strict adherence to US lending regulations (TILA, RESPA, ECOA, HMDA) and investor/lender guidelines.
• Lead a team of Team Leads, SMEs, Quality Analysts, and Process Executives.
• Conduct monthly performance evaluations, coaching discussions, and development plans.
• Collaborate with Training/SME teams to close knowledge gaps and drive capability‑building.
• Build succession pipelines, support cross-skilling initiatives, and manage new‑hire onboarding.
• Maintain strong team morale, engagement, and retention through proactive leadership.
• Own process risk management—identify operational risks and implement mitigation plans.
• Work closely with the Quality Lead to analyze error trends, RCA findings, and compliance gaps.
• Implement preventive controls such as checklists, dual reviews, SOP alignment, and audit trails.
• Manage pre‑fund and post‑close audit requirements with zero tolerance for regulatory exceptions.
• Ensure underwriting support accuracy, closing document integrity, and complete documentation.
• Serve as the primary point of contact for US stakeholders (operations, underwriting, closing, QC, compliance teams).
• Lead weekly/monthly client governance calls, business reviews, and alignment discussions.
• Provide transparent reporting on volume trends, SLA performance, quality metrics, and risks.
• Manage escalations professionally and ensure timely resolution with root‑cause prevention.
• Identify process inefficiencies and lead improvement projects through automation, workflow redesign, or best‑practice adoption.
• Update SOPs and process playbooks in alignment with client and regulatory changes.
• Partner with Analytics/Workforce teams to improve forecasting, utilization, and cost efficiency.
• Support system migrations, LOS enhancements, or new process rollouts.
• Own daily/weekly/monthly MIS for:
• Production & backlog
• SLA/TAT adherence
• Quality & error trends
• Capacity vs. forecast
• Attrition, attendance & key workforce metrics
• Present governance decks to leadership and clients highlighting achievements, risks, and action plans.

Eligibility Criteria:

• Education – Graduates ( Pursuing graduation / undergraduate with strong interpersonal skills )
• 7–12 years of experience in US mortgage operations with strong exposure to HELOC processes.
• Deep functional knowledge of HELOC Processing, Underwriting Support, and Closing workflows.
• Strong understanding of regulatory frameworks: TILA, RESPA, ECOA, HMDA, Fair Lending.
• Hands‑on experience with LOS platforms (Encompass, Empower, MSP, Fusion).
• Proven experience managing teams of 25+ members including Leads and SMEs.
• Strong analytical, decision‑making, and problem‑solving capability.
• Excellent written and verbal communication for stakeholder and client interaction.

Essential duties and responsibilities:

• Comply with data integrity and security policies
• Follow required procedure & guidelines
• The ideal candidate for this role would have:
• Verbal & written communication skills along with active listening
• Ability to multi-task, set priorities & manage time effectively
• Prior experience in HELOC underwriting support or closing documentation review.
• Experience in mortgage operations.
• Exposure to title, insurance, and property documentation review.
• Experience supporting US-based underwriters.
• Exposure to pre-fund/post-close audits.
• Experience in client‑facing roles.
• Prior experience as SME or Quality Analyst in HELOC.
• Exposure to pre‑fund/post‑close audits.
• Experience in managing multi‑state HELOC operations or multiple investor guidelines.
• Exposure to pre‑fund/post‑close audits and QC frameworks.
• Experience supporting/partnering with US underwriters and closing teams.
• Leadership & team motivation
• Strong ownership & accountability
• Strategic thinking with operational discipline
• Quality‑first mindset
• Stakeholder management & negotiation
• Risk awareness and control orientation
• Change management & adaptability

Benefits & Perks:

• Competitive Salary
• Medical insurance
• Two weekly offs – 5 days working and 2 Week Offs
• Hassle-free transit to work – Cab facility available for pick & drop

Click on Apply to know more.