Assistant Manager - Operations

All F1 and F2 grade employees can apply. It will be a lateral movement for F1 grade employees and vertical movement for F2 grade employees.

Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st June 2026.

Performance rating of CME or above in the last two appraisals.

No documented disciplinary issues/PIP in the last 6 months.

Overall, 5+ years of experience in Mortgage Servicing and 3 years of experience in Escrow Analysis are mandatory.

Lead, mentor, and manage associates and Team Leaders across Escrow processes and Loss Mitigation, ensuring delivery of SLA, quality, productivity, and compliance objectives.

Drive a high‑performance culture through coaching, performance reviews, and structured development plans.

Ensure accurate and timely management of work queues, workflows, production metrics, and capacity planning.

Establish and maintain robust operational hygiene, including audit readiness, timely reporting, documentation discipline, and adherence to SOPs.

Implement strong governance frameworks, including daily huddles, performance dashboards, RCA/CAPA routines, and risk‑control mechanisms.

Identify and execute process improvements, automation opportunities, and standardization across Escrow and Loss Mitigation operations.

Build lasting, trust‑based relationships with customers and partners to drive operational success and long‑term collaboration.

Collaborate with internal functions (Training, Quality, Compliance, WFM, Technology) to ensure stable operations and seamless transitions.

Provide data‑driven insights and recommendations to clients and senior leadership to improve operational outcomes.

A bachelor’s degree is required.

5+ years of US Mortgage Servicing experience, with at least 3 years in team leadership and people manager role & Escrow experience.

Experience managing Escrow and/or Loss Mitigation teams is essential.

In‑depth knowledge of US Mortgage Servicing, specifically Escrow operations.

Strong understanding of RESPA regulations, tax/insurance handling, escrow analysis cycles, and investor/agency guidelines.

Excellent stakeholder management and client‑facing communication skills.

Advanced analytical and decision‑making ability to review data, diagnose issues, and drive improvements.

Ability to build trust and credibility with clients through consistent performance and proactive engagement.

Ability to enforce governance, operational discipline, and compliance across teams.

Ability to manage multiple priorities under tight deadlines in a fast‑paced, compliance‑driven environment.

HR Screening

The candidate should inform their immediate supervisor and Please apply only if the candidate can be released, and manager approval for the release is required before submitting the application.