Operations Manager - Mortgage

Why We Are HiringThis role will manage and oversee the day to day operations of our Pune delivery center with a teamsize of 50 FTE’s. Your key focus is to drive quality with increased productivity and deliver top classcustomer satisfaction.What You Will Do● Operations: Running the day-to-day of paralegal team. Coordinate and collaborate closely with thelegal team (lawyers). Understand the current product offering, the mode of delivery, and the processused. Improve the process to maximize the efficiency/productivity of the operations team.● Customer Obsession: Adhere to client requirements to ensure KPIs are met. Ensure the operationsteams are aligned on the KPIs committed to the customer. Seek regular customer feedback toimprove the service delivery.● Monitoring performance: Real-time queue monitoring for chats/emails and managing it to meetthe Targets. Also, monitoring the queue for any spike in the volume or any critical issues on theproduction floor so as to communicate to the client's internal management. Monitor and Audit emails& chat responses of each individual of the team and coach them to enhance their knowledge andskills.● People Manager: Act as a people manager to drive culture, and emphasize engagement andretention initiatives on the floor. Ensure the team is well motivated. Taking care of performancemanagement by identifying improvement opportunities, providing effective feedback, coaching,training, and stimulating the career advancement of the team members within the project or lateralmovement● Goal Setting: Understand the service offerings and drive KRA and KPIs set for the paralegal teamand focus on continuous improvement. Create a robust performance management system to rewardthe top performers and also to identify those who need support.● Hiring and training: Play a key role in hiring to ensure the quality of talent continues to improve.Plan and implement a training calendar for continuous improvement and up-skilling.● Review & Escalation Resolution: Actively participate in the Weekly Operations Call with Manager& Operations Head to discuss the achieved target for the week/month and the root cause of thefailures as well as the action plan to minimize them.What we offer :● Best in Industry Compensation: Competitive salary that reflects your skills and experience.● You will work in General shift - 6 day working (No night shifts)● Innovative Environment: Be part of a dynamic and forward-thinking team that encouragescreativity and innovation.● Impactful Work: Work on industry products that make a real difference in the industry andimprove and create positive impact to our customers.Ideal Profile Any bachelor’s degree with 8 -15 years of overall work experience. Minimum 5 years of relevant experience managing large, diverse team (Preferably from aKPO, BPO, shared services setup) Excellent communication (read – write – speak) in English and Marathi is a must-have. Exceptional interpersonal, customer service, problem-solving, conflict resolution skills. Proficiency with the necessary technology, including computers, software applications andMicrosoft Packages is a must-have.

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