Job Summary

Process Lead / SME – MBO Operations (NOA / Payments / Escrow)

Role Purpose

Responsible for end-to-end process ownership, operational governance, stakeholder management, quality oversight, workforce planning support, and continuous improvement initiatives across NOA, Payments, and Escrow towers.

Key Responsibilities

Operational Leadership

• Act as Subject Matter Expert (SME) for NOA, Payments, and Escrow processes.
• Manage daily workflow allocation and queue management.
• Monitor production, quality, and SLA performance.
• Drive throughput improvement and backlog reduction initiatives.

Process Governance

• Conduct process reviews and quality calibrations.
• Manage escalations and client-facing operational issues.
• Ensure SOPs, process maps, and controls are maintained.
• Support internal and external audits.

Stakeholder Management

• Coordinate with onshore partners and business stakeholders.
• Present operational updates and performance insights.
• Support governance forums and business reviews.

Continuous Improvement

• Drive automation and transformation opportunities.
• Conduct trend analysis and RCA.
• Implement corrective and preventive actions.
• Support transition and knowledge-transfer activities.

People Leadership

• Coach and mentor team members.
• Conduct floor support and refresher training.
• Assist managers with performance governance and workforce planning.

Required Skills

• Strong domain expertise in NOA, Payments, or Escrow.
• Advanced Excel and reporting skills.
• Stakeholder management.
• Root Cause Analysis and Process Improvement.

Leadership and coaching capability.

Skill Requirements

• 4 to 7 years of experience in Mortgage Operations, Loan Servicing, Escrow, Contract Audit, Payments & Reconciliation, or Financial Services Operations.

Key KPIs

• SLA Achievement
• Quality Performance
• Productivity Delivery
• Backlog Management
• Escalation Closure
• Team Capability Development

Process Improvement Benefits

Other Requirements