Operations Manager - Mortgage

At U.S. Bancorp India, we’re on a journey to do our best. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bancorp India gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Manages a team of 17 specialists performing inline quality control reviews, generating payoff quotes, and processing cash transactions within mortgage servicing Cash operations. Ensures consistent application of QC standards, accurate work product, and timely completion of work within SLA.

Responsible for team performance, coaching, and development, as well as oversight of rebuttal handling, escalation management, and process adherence. Partners with leadership to identify trends, drive quality improvements, and maintain a controlled, audit-ready environment.

Key Responsibilities

• Lead and manage daily operations Cash specialist team
• Ensure work product meets quality, accuracy, and productivity standards
• Monitor and manage queue volumes, SLA performance, and workload distribution
• Ensure timely and accurate production of payoff quotes as well as cash transaction posting and reversals.
• Review escalations, complex QC decisions, and high-risk items
• Manage rebuttal outcomes and ensure appropriate resolutions
• Provide coaching, feedback, and performance management for team members
• Support training delivery and identify skill development opportunities
• Partner with stakeholders on process updates, controls, and quality initiatives
• Ensure adherence to policies, procedures, and audit/compliance standards
• Communicate effectively with offshore partners and internal leadership
  
  
  

Basic Qualifications

• Bachelor’s degree or equivalent work experience
• 5+ years experience in operations, QC, audit, or related financial services functions
• 3+ years prior leadership or supervisory experience preferred overseeing teams of 12+ individuals
• Proficiency with Microsoft Office (Excel, Outlook, Teams)
• Strong attention to detail and process discipline
  
  
  

Preferred Skills/Experience

• Mortgage servicing, banking, or financial services experience
• Background in QC, audit, or operational risk/control functions
• Experience managing high-volume, process-driven teams
• Ability to analyze defects, trends, and root causes
• Strong decision-making and escalation management skills
• Strong written and verbal communication skills
• Ability to drive consistency, accountability, and performance
  
  
  

Work Mode: 5 Days in Office

Shift Timing: 7:30 PM to 4:30 AM IST

Location: Chennai

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Posting may be closed earlier due to high volume of applicants.

This is an U.S. Bancorp India posting. U.S. Bancorp India is a part of the U.S. Bank family.

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