Mortgage Operations Leader - AVP-Mumbai

Location: Mumbai   •   Experience: Senior Level   •   Openings: 1
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Job description

Job Title - AVP - Mortgage Operations Leader - Mumbai 

Candidate Expectations & Responsibilities :
20 years of experience in Mortgage and/or Lending Operations within BFSI.
Proven experience managing large-scale operations (800–1000+ FTE) and senior leadership teams.
Strong exposure to US Mortgage Operations across origination, underwriting support, closing, post-closing, and servicing.
Demonstrated ownership of delivery, P&L, client governance, and large transformation programs.
As a senior leader within Mortgage Operations, the Delivery Head contributes to the strategic success of the Retail Lending / BFSI business by ensuring seamless service delivery, financial discipline, regulatory compliance, and continuous operational excellence. The role requires strong domain expertise across the mortgage lifecycle, deep delivery rigor, and the ability to scale and transform operations while maintaining high standards of quality and risk management.
Own end-to-end delivery of Mortgage Back-Office / Operations processes including loan boarding, document management, appraisal/title/insurance follow-ups, underwriting support, closing, post-closing, escrow analysis, servicing requests, and exception handling.
Ensure achievement of SLA/OLA, accuracy, turnaround time (TAT), productivity, and quality targets through robust daily, weekly, and monthly governance.
Drive operational rigor through floor walks, WIP/backlog ageing reviews, huddles, capacity planning, and performance management.
Manage transitions, stabilizations, and scaling of mortgage operations; ensure smooth go-lives and sustained performance.
 
Financial & P&L Ownership
Own overall P&L for the mortgage delivery unit, including cost, productivity, margins, and revenue drivers.
Develop and manage annual operating plans and multi-year business strategies aligned to organizational goals.
Track performance against plan, provide forecasts, and implement corrective actions to meet financial objectives.
 
Client & Stakeholder Management
Act as the primary senior contact for clients; manage governance cadence, business reviews, escalations, and change requests.
Build strong partnerships with onshore teams, product, credit, risk, compliance, technology, and upstream/downstream operations.
Provide insight-driven MIS, dashboards, and executive-ready narratives to support data-based decision-making.
 
Risk, Compliance & Controls
Ensure adherence to client policies, internal SOPs, and regulatory requirements such as RESPA, TILA, HMDA, GLBA/PII, and other applicable mortgage regulations.
Maintain audit readiness at all times; manage audit relationships, evidence, issue remediation, and operational risk controls.
Foster a strong risk and control culture with clear accountability across teams.
 
Productivity, Quality & Continuous Improvement
Drive continuous improvement initiatives using Lean, Six Sigma (DMAIC), Agile, and automation (RPA/AI where applicable).
Lead root-cause analysis to reduce defects, rework, aging, and cycle times.
Standardize processes, SOPs, and knowledge management practices across teams and workstreams.
 
People Leadership & Capability Building
Build and lead a high-performance, customer-focused culture across large delivery teams.
Own workforce management including hiring, capacity planning, shifts aligned to US time zones, attrition management, and succession planning.
Coach and develop leaders, SMEs, and teams; invest in training, capability uplift, and long-term talent development.
Champion inclusion, engagement, and employee development while maintaining strong performance discipline.
 
Qualifications & Experience
Graduate degree required; Post Graduate / MBA / PGDM preferred.
 
Preferred / Desirable Credentials
Six Sigma Green Belt / Black Belt certification.
Experience with Agile delivery methodologies.
Exposure to Mortgage LOS, servicing platforms, imaging/document management, and workflow tools.
Experience supporting large US banks and leading regulatory-compliant operations.