Operations Manager - Mortgage

Why We Are Hiring This role will manage and oversee the day to day operations of our Pune delivery center with a team size of 50 FTE’s. Your key focus is to drive quality with increased productivity and deliver top class customer satisfaction. What You Will Do ● Operations: Running the day-to-day of paralegal team. Coordinate and collaborate closely with the legal team (lawyers). Understand the current product offering, the mode of delivery, and the process used. 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 operations teams are aligned on the KPIs committed to the customer. Seek regular customer feedback to improve the service delivery. ● Monitoring performance: Real-time queue monitoring for chats/emails and managing it to meet the Targets. Also, monitoring the queue for any spike in the volume or any critical issues on the production 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 and skills. ● People Manager: Act as a people manager to drive culture, and emphasize engagement and retention initiatives on the floor. Ensure the team is well motivated. Taking care of performance management by identifying improvement opportunities, providing effective feedback, coaching, training, and stimulating the career advancement of the team members within the project or lateral movement ● Goal Setting: Understand the service offerings and drive KRA and KPIs set for the paralegal team and focus on continuous improvement. Create a robust performance management system to reward the 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 the failures 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 encourages creativity and innovation. ● Impactful Work: Work on industry products that make a real difference in the industry and improve 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 a KPO, 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 and Microsoft Packages is a must-have.

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