Senior Team Manager - Mortgage
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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
Requirements
Function: Management
Experience Level: Mid-Senior Level