Lead - SD Management (SME) | US Mortgage

Responsibilities

• Drive capability building and performance excellence through real-time coaching, floor support, and side-by-side interventions.
• Identify skill gaps and behavioral opportunities using call listening, audits, and trend analysis.
• Analyze performance data, including KPIs and QA reports, to provide actionable recommendations and root cause analysis.
• Partner with Operations, Training, Quality, and Client stakeholders to align on performance goals and support process transitions.
• Ensure strict adherence to US Mortgage Servicing guidelines, regulatory requirements, and company policies.
• Implement process improvements to enhance operational efficiency and reduce errors.

Requirements

• Proven leadership and coaching experience within a BPO or shared services environment.
• Strong background in US Residential Mortgage Servicing (Voice).
• Excellent analytical and problem-solving skills with the ability to interpret complex data.
• Superior verbal and written communication skills with the ability to influence stakeholders.
• Strong stakeholder management and collaboration skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Preferred Qualifications

• Familiarity with performance management tools, QA frameworks, and LMS platforms.

About the Company

Sutherland is a global digital transformation company that combines human expertise with artificial intelligence to drive business process excellence. We work with iconic brands worldwide, leveraging advanced analytics, automation, and cloud engineering to deliver measurable results and unlock new possibilities for our clients.