Assistant Manager - Operations

Responsibilities

• Lead, mentor, and manage associates and Team Leaders across Escrow and Loss Mitigation processes to ensure SLA, quality, and compliance objectives are met
• Drive a high-performance culture through coaching, performance reviews, and structured development plans
• Manage work queues, workflows, production metrics, and capacity planning to ensure timely delivery
• Establish robust operational hygiene, including audit readiness, documentation discipline, and adherence to SOPs
• Implement governance frameworks such as daily huddles, performance dashboards, and risk-control mechanisms
• Identify and execute process improvements and automation opportunities within Escrow and Loss Mitigation operations
• Collaborate with internal functions like Training, Quality, Compliance, and WFM to ensure seamless operations
• Provide data-driven insights and recommendations to clients and senior leadership

Requirements

• Bachelor's degree is required
• 5+ years of US Mortgage Servicing experience
• Minimum of 3 years of experience in Escrow Analysis
• Minimum of 3 years of experience in a team leadership or people manager role
• In-depth knowledge of RESPA regulations, tax/insurance handling, and escrow analysis cycles
• Ability to work night shifts, extended hours, and weekends as required by business needs
• Strong stakeholder management and client-facing communication skills

About the Company

Firstsource is a leading provider of business process management services, delivering customized solutions to help organizations improve operational efficiency and customer experience.