Operations Manager

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Position-Manager - Operations US Mortgage

Location - Bangalore

Experience- Min 58+ y ears of experience in US mortgage operations; strong understanding of underwriting and QC processes.

Position Summary

The Operations Manager is responsible for overseeing Post Close QC (PCQC) , Pre Fund QC (PFQC) , and Servicing QC functions within US Mortgage Operations. This role ensures compliance with federal/state regulations, investor requirements, CFPB standards, and internal QC policies. The manager leads multiple QC teams, delivers high-quality reviews within SLAs, reduces operational defects, and partners with cross-functional teams to maintain strong loan and servicing quality.

Key Responsibilities

Quality Control & Compliance

• Oversee end-to-end PCQC and PFQC review processes to ensure mortgage loans meet regulatory, investor, and internal quality standards.
• Monitor compliance with TRID , TILA , RESPA , and agency/investor guidelines.
• Review audit findings, identify root causes, and implement corrective actions to reduce defects and improve loan quality.
• Ensure adherence to sampling methodology, audit checklists, and documentation requirements.

Servicing QC Oversight

• Manage QC reviews across key servicing processes including:
• Payment processing & escrow analysis
• Customer service & call compliance
• Loss mitigation / collections QC
• Default, foreclosure, and bankruptcy QC
• Loan boarding and servicing transfers
• Escrow disbursements (taxes, insurance, renewals)
• Ensure compliance with CFPB, Fannie Mae, Freddie Mac, HUD, RESPA, and state servicing regulations.
• Review servicing actions for accuracy, timeliness, and adherence to investor servicing guidelines.

Team Leadership & Operations Management

• Manage and mentor a team of QC Analysts/Reviewers ensuring productivity, accuracy, and SLA adherence.
• Monitor daily workflow, allocate resources, and balance workloads to meet operational targets.
• Drive performance managementincluding coaching, appraisals, and skill developmentfor all team members.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Reporting & Stakeholder Management

• Prepare and deliver reports, dashboards, and monthly quality metrics to senior leadership.
• Communicate QC findings to operations leaders and partner teams, ensuring timely resolution of exceptions.
• Coordinate with US-based leadership teams to align on quality priorities, KPI targets, and business goals

Qualifications & Skills

• Bachelors degree (preferred) or equivalent experience in mortgage operations/financial services.
• 58+ years of experience in US mortgage operations; strong understanding of underwriting and QC processes.
• Expertise in PCQC , PFQC , TRID , and mortgage compliance requirements.
• Strong leadership and team management experience.
• Excellent analytical, problem-solving, and reporting skills.
• Ability to work in a fast-paced, deadline-driven environment.
• Proficiency with LOS systems, QC tools, and Microsoft Excel.

Key Competencies

• Detail-oriented with a strong focus on accuracy
• Regulatory and compliance awareness
• Leadership & people development
• Stakeholder communication
• Process optimization mindset
• Risk identification and mitigation

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Regards

Padmapriya Shekar

Email id: