Senior Team Manager - Mortgage

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.

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.