Senior Manager
Job details
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies. To know more about Firstsource please visit our website Job location : Remote Position :Senior Manager- Process Excellence Division : BPO Experience : 10-15 years of experience in Mortgage Mandatory. Roles & Responsibilities: · Developing and Executing Key Process Improvement & Digital Transformational Project Roadmaps for the aligned businesses · Develop and implement strategies to drive digitization, automation, and process improvement initiatives · Assess, Identify, and deploy intelligent automation through generative AI, Conversational bots to the aligned automation · Ability to analyse customer behaviour based on NPS/CSAT. Suggest significant changes through digital transformations. · Map customer journeys and identify issues/opportunities for process re-engineering and digital enhancement. · Engage with senior stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress. · Ensure the use of problem solving and root cause analysis where necessary · Deploy framework to improve Process performance on the shop floor. · Responsible for generating business impact for the clients using the CI methodologies and frameworks Qualifications : · Bachelor’s degree in any discipline · US Mortgage servicing experience. Both Voice & Backend o Contact – Borrower Queries, Call scenarios, Call Centre metrics etc o Backend – Modification documents, Claims etc o Should have detailed understanding Origination/post-closing (preferred) or any other mortgage domain · Lean Six Sigma Certification – Green Belt (Certification & Successful Project Completion) Knowledge and expertise/skills required: · Ability to analyse and interpret quantitative and qualitative data using excel or other statistical tools and translate insights into impactful recommendations · Strong verbal and written communication skills · Excellent presentation skills with proven competency in MS Excel and Powerpoint. · Expert in change management and driving transformation · Proven ability to build solid relationships with global, regional and local stakeholders at all levels · Skillful in leading teams and working with global team(s) Contact details Neelam Sharma Email-neelam.sharma1@sourcepointmortgage.com
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
