Lead - SD Management (SME) | US Mortgage

Responsibilities

• Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance
• Identify skill gaps and behavioral opportunities through call listening, audits, and trend analysis
• Analyze performance data including KPIs, scorecards, and QA reports to identify trends and risks
• Partner with Operations, Training, Quality, and Client stakeholders to align on performance goals
• Ensure adherence to US Mortgage Servicing guidelines, regulatory requirements, and company policies
• Recommend and implement process improvements to enhance operational efficiency

Requirements

• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proven leadership and coaching experience in a BPO or shared services environment
• Strong stakeholder management and collaboration skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Background in US Residential Mortgage Servicing (Voice)
• Familiarity with performance management tools, QA frameworks, and LMS platforms

About the Company

Sutherland is a global digital transformation company that leverages AI, automation, and cloud engineering to drive business excellence for iconic brands worldwide.