Company Description:
At Sutherland, we are a global business and digital transformation partner helping clients deliver exceptional customer and business outcomes through market-leading technology, process excellence, and people-first solutions. With operations across multiple countries, we provide customer experience, back-office, digital, and consulting services to some of the world's leading brands.
Job Description:
Sutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.
The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services, or BPO operations and a passion for driving team performance and operational excellence.
Key Responsibilities
- Manage the day-to-day operations of the Communication Desk.
- Lead, coach, and develop a team of communication specialists to achieve performance goals.
- Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels.
- Monitor communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness.
- Handle escalated concerns and drive timely resolution of complex issues.
- Collaborate with cross-functional teams to support smooth loan processing and servicing activities.
- Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Ensure compliance with company policies, client requirements, and data privacy standards.
Types of Inquiries Supported
- Loan Status Updates
- Welcome and Follow-Up Calls
- Document Collection and Follow-Ups
- Income and Debt-to-Income (DTI) Discussions
- Pricing Inquiries
- Loan Restructuring Requests
- Appraisal Status Updates
- Guideline Clarifications
- Customer and Broker Escalations
Qualifications:
- Bachelor's degree or equivalent work experience.
- At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations.
- Strong people management and stakeholder management skills.
- Experience managing SLA-driven operations and performance metrics.
- Proven ability to lead teams, drive results, and manage escalations.
- Excellent communication, problem-solving, and decision-making skills.
- Proficiency in Microsoft Office and reporting tools.
- Mortgage industry experience is highly preferred.
What You'll Bring
- Strong leadership and coaching capabilities
- Customer-focused mindset
- Excellent verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Data-driven decision-making skills
- A continuous improvement and operational excellence mindset
Additional Information:
Why Join Sutherland?
- Lead a high-impact team supporting critical mortgage operations.
- Collaborate with diverse stakeholders across the loan lifecycle.
- Drive operational excellence and continuous improvement initiatives.
- Grow your career with a global organization committed to innovation, development, and customer success.
Apply today and be part of a team that delivers world-class service and operational excellence.
