DEPUTY GENERAL MANAGER

Job ID:

1. Position Summary

Individuals in this role are responsible for multiple processes under a large utility. They are responsible for client deliverables and delivering business results in line with process targets. They are accountable for proper resource utilization and financial budgets for the process. Should possess end-to-end knowledge of all function in Loan Servicing life cycle, upstream and downstream impacts, knowledge and adherence to compliance audits for HMDA, RESPA and predatory lending.

1. Key Result Areas

• • Responsible for the quality and productivity of deliverables in the process
  • Client satisfaction, BES scores and other internal/external surveys
  • Account financial performance
  • Responsible for MIS and reporting of performance metrics
  • Manage and report adherence to service levels as agreed with the client
  • Ensure Best-In-Class process/systems are deployed for the set revenue targets
  • Effectively manage the program and oversee/ support the transition of processes to Cognizant
  • Ensure Team Productivity levels are achieved as per the targets set year on year.
  • Ensure Process Health Score is greater than 95% as per the scores measured by DAG team.
  • Ensure Seat Utilization is maintained as per process requirement
  • Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan)
  • Manage employee retention and engagement (Manage attrition within a target range and ESAT scores)
  • Contribute to Recruitment (measure through participation in screening and interviewing candidates)
  • OPERATIONS OWNERSHIP & MANAGEMENT: Establish mechanism to ensure all issues are identified and to the extent possible resolved by appropriate level of CoreLogic India management. To discuss with ISC managers where appropriate.
  • Cost Optimization : Ensure to improve Quality, Increase productivity, Increase manpower utilization, Reduce controllable cost, Move lower complexity activities to lower cost
  • Customer Value Adds: Establish InfoSec controls across all processes. Ensure entire team is covered under InfoSec training / testing within timelines established by customer / ISO, Establish InfoSec controls across all processes. Ensure entire team is covered under InfoSec training /testing within timelines established by customer / ISO, Proactively Identify and meet requirements of the business.

• Typical Responsibilities

Business / Customer

• • Deliver on financial goals for the business
  • Manage customer relationships through regular communication with clients through weekly/ monthly reviews
  • Discuss operational issues and Critical to Quality (CTQ) delivery
  • Attend customer calls and meetings, pro-actively flag issues and prevent surprises
  • Analyze customer feedback at desired intervals and initiate ways to improve the score.
  • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value
  • Manage and resolve escalations and issues raised by customers
  • Act as a senior level escalation contact for clients and internal stakeholders for any issues.
  • Prepare and report process performance metrics to stakeholders
  • Participate in management discussions (Governance discussion, Management forums with customer)
  • Anticipate & plan for new business & get involved in hiring
  • Identify opportunities for growth & deliver on growth commitments (number of people)
  • Identify key cost drivers and ensure they are optimized.
  • Pro-actively identify opportunities for additional business with customer
  • Adopt best practices from other processes/ verticals etc.
  • Share value addition and best practices across teams Project/Process:
• Ensure minimal risk in the process via a strong exceptions management process.
• Correlate process changes with mortgage business trends, upstream and downstream implications, and regulatory compliances.
• Knowledge and adherence to compliance audits for HMDA, RESPA and predatory lending
• Conduct regular meetings across groups to discuss ageing and risk items and drive it to a resolution
• Liaise across other departments in resolving complex issues resulting effecting operations delivery
• Representation in market wide industry forums for the responsible product / process
• Ensure proper documentation and knowledge transfer as per project plan and schedule
• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines
• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms
• Resource utilization and scheduling of end to end work
• Manage inventory
• Work with support functions to enable infrastructure support to team and ensure zero downtime
• Prepare for infrastructure and other growth related requirements
• Plan for resources based on volume projection and current available head count and allocate responsibilities
• Initiate and deliver on process improvement projects to improve process efficiencies
• Effective forward planning in terms of process delivery, people & client engagement
• Responsible for end to end delivery of new process transitions, including agreeing of KPI’s and tolerances.

People/Team:

• Provide guidance and mentorship to team
• Drive knowledge management and continuous up skilling of the team
• Conduct 1-0-1 with direct reports and performance appraisals
• Manage attrition through skip level meetings, planning interventions, engagement calendars
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Deliver communication received from senior management to the team members though town halls, team meetings

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

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