Operations Manager - Mortgage/Call center Operations

At U.S. Bancorp India, we’re on a journey to do our best. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bancorp India gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at - all from Day One.

Job Description

Directly and through staff, manages and coordinates the operational activities for assigned functional area(s)/region(s).

The Operations Manager is responsible for leading a team of approximately 11 Business Risk Specialists (Quality Management testers) performing call monitoring and Loss Mitigation testing across multiple default servicing functions.

This role provides oversight to ensure accuracy, completeness, timeliness, adherence to procedures, and compliance with applicable laws and regulations.

The Operations Manager is accountable for team performance, risk mitigation, quality outcomes, and adherence to control standards, while partnering closely with business line stakeholders to drive continuous improvement.

Quality Management (QM) functions operate to independently evaluate business line processes and customer interactions to ensure compliance with regulatory, state, and internal requirements.

The Operations Manager is the manager of individual contributors in a high-volume, production-based QM environment and requires strong leadership presence, operational discipline, and ability to balance quality, risk, and productivity priorities.

Basic Qualifications

Bachelor’s degree in business, finance, risk management, or related field, or equivalent work experience

Typically, Nine to Eleven years of total experience in mortgage servicing, default operations, call center operations, or financial services operations

Typically Five Plus years of relevant experience in leadership or team management

Preferred Skills/Experience

Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s)

Thorough understanding of applicable laws, regulations, financial services, and regulatory trends

Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable

Previous experience in loss mitigation, default servicing, mortgage operations, or call center operations

Good organizational, managerial, and project management skills

Well-developed customer relations skills

Excellent interpersonal and verbal and written communication skills

Excellent supervisory and management skills

Ability to manage multiple tasks

Work Mode: 5 Days in Office

Shift Timing: 6:30 PM to 3:30 AM

Location: Chennai

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Posting may be closed earlier due to high volume of applicants.

This is an U.S. Bancorp India posting. U.S. Bancorp India is a part of the U.S. Bank family.