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Operations Manager - US

Company: infosys
Location: Indianapolis
Posted on: September 16, 2020

Job Description:

5B - Truist - Processing Manager


Job Description

Mortgage Loan Processing Manager

Operations Manager

Indianapolis, IN

Responsible for the pipeline and processing team productivity and SOP compliance.

The Processor is the key contact between the borrower and the Mortgage Loan Operation. The Processor communicates with the Borrower(s) through verbal and written communication. They will review and request documents required for the underwriter to clear the file for closing and index new inbound documents, placing them in the correct file locations. The Processor will determine when loans are ready to be returned to the UW for subsequent review. The Processor is responsible for managing their pipeline of loans and communicating to the Sales personnel (Loan Officer) regarding loan status.

In the role of Operations Manager, you will be responsible for Coordinating with the transition team, plan and monitor the resource deployment, review the daily operations dashboard, staff planning, work allocations, governance adherence and interacts with the client with the objective to deliver target delivery model, ensure delivery predictability and enhance client satisfaction for the processes within purview within the guidelines, policies and norms of Infosys.

In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.

Some responsibilities include:

  • Ensure that loans follow established time lines and workflow processes and procedures.
  • Closely monitor the processing team's pipelines, workload and volume levels for maximum balance and efficiency.
  • Act as a resource to answer general processing questions, guideline interpretations or advise on how best to handle a situation and /or structure a file.
  • Assist processors with quality issues by providing training for improvement, which includes working as a partner to Underwriting and Closing to determine if any training is needed.
  • Work closely with Underwriting, Closing, Funding and Post-Closing departments to resolve any follow-up documentation required
  • Act as a liaison between the Processing staff and Originating staff to ensure a commitment to closing deadlines is met
  • Oversee the daily operations of the Processing staff, including desk coverage, overflow processing, and turn times
  • Lead and motivate all employees within the Operational Team and provide a team environment among Loan Officers and Processors to complete transactions timely and efficiently
  • Effectively resolve problems that arise on a daily basis
  • Perform other duties as assigned



    • Bachelor's Degree in any career stream
    • At least 7 years of relevant experience


      • Ability to multitask and manage two different work flow
      • Good knowledge to Mortgage industry and changing regulatory requirements
      • Active NMLS license holder
      • Familiar with standard concepts, practices, and procedures within a particular field
      • Relies on extensive experience and judgment to plan and accomplish goals
      • Performs a variety of tasks
      • A certain degree of creativity and latitude is required

        Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

        The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

        About Us

        Infosys BPO Americas, LLC (IBA) headquartered in Atlanta GA, is a fully owned Mortgage BPO subsidiary of Infosys BPM Ltd. IBA aims to provide residential mortgage BPO services to third party financial institutions. Keeping in line with the success and the history of the parent, the Company will utilize its experienced leadership, robust technical and systems knowledge to drive innovation to financial institutions.

        Backed by the stalwarts in BPO (Infosys BPM Ltd.) and Technology (Infosys Ltd.), IBA is positioned perfectly to help its partners achieve optimal results in the mortgage outsourcing space.

        Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd, was established in April 2002. We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 32 delivery centers across 16 countries. We employ over 43,360 people from over 100 nationalities, as of March, 2020.

        The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like NASSCOM, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

        EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

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        State / Region / Province




        Interest Group

        Infosys BPO Americas LLC


        Operations Manager - US


        IBPO USA

        Work Location

        Indianapolis, IN

        External Job Title

        Loan Processing Manager

Keywords: infosys, Indianapolis , Operations Manager - US, Executive , Indianapolis, Indiana

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