BPO Manager - US Mortgage, International BPO, International Call Center

Purpose of the Role

The BPO Manager will be responsible for overseeing the operations within the international call center focused on US mortgage services. This role entails ensuring the effective management of residential mortgage processes while maintaining compliance with industry standards and regulations.

Scope of Work

• Direct the daily operational activities of the BPO unit, ensuring compliance with service level agreements and established quality benchmarks.
• Formulate and execute initiatives aimed at enhancing operational performance and improving customer satisfaction metrics.
• Supervise training and development programs to bolster employee competencies in mortgage processing and customer relations.
• Collaborate with cross-functional teams to facilitate efficient service delivery and resolve any operational issues.
• Analyze performance data and generate reports for senior management, identifying opportunities for improvement alongside success metrics.
• Remain informed about current industry trends, changes in mortgage regulations, and best practices to ensure regulatory compliance.

Candidate Requirements

• Comprehensive understanding of US mortgage processes along with associated regulations.
• Proven experience in managing international BPO operations, particularly in a call center context.
• Demonstrated leadership capabilities with strong team management skills.
• Proficient analytical skills coupled with effective problem-solving abilities.
• Excellent communication skills, both written and oral.
• Capacity to manage multiple priorities adeptly within a structured environment.

Qualified candidates are invited to submit their applications for consideration.