Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.Job Description
Role Purpose:
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.͏Job Title - Operations Manager (Property Servicing/Mortgage)
Job Description: Experience 10-12 Years of overall BPO operations experience.
Experience:
BreakupMinimum 6-7 years of experience in Banking Operations, with a strong focus on Mortgage processes.
Responsibilities:
Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing.
Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
Drive performance management, coaching, mentoring, and team development initiatives.
Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
Monitor workflow, quality, compliance, and risk controls within mortgage operations. Collaborate with internal stakeholders to improve operational processes and customer experience.
Support business transformation, process improvement, and continuous improvement initiatives.
Track operational metrics and implement actions to achieve business goals and performance targets.
Essential Hiring Skills:
Minimum experience managing teams within Mortgage Operations. Strong hands-on experience in:
- Mortgage Underwriting
- Loan Origination
- Residential Lending
- Property Lending
- Commercial Lending
Proven experience managing teams in a voice-based BPO/Contact Center environment. Strong understanding of the loan approval and underwriting process.
Strong knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation processes.
Working knowledge of FDCPA, Debt Validation requirements, Mortgage Compliance, Risk & Control Frameworks, and Regulatory Audits.
Experience managing operations involving Judicial/Non-Judicial Foreclosures, Collections, Consumer Complaints, and Compliance Monitoring within Mortgage Services. People management experience handling teams. Knowledge of mortgage policies, documentation, compliance, and lending practices.
Excellent stakeholder management, communication, and problem-solving skills. Ability to drive operational performance, productivity, and customer service outcomes.
Good to have Hiring Skills
Business Excellence
Process Excellence
Lean Six Sigma methodologies
Continuous Improvement initiatives
Operational Transformation projects
Quality Management and Process Optimization
Change Management and Productivity Improvement initiatives
Geographic Market Experience PreferenceUK Mortgage Market (Preferred)US, Australian, or any other geographic mortgage market experience can also be considered.͏͏͏Mandatory Skills: Mortgage(Originations).
Experience:
8-10 Years. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
