Key Responsibilities

1. Strategic Leadership & Operations Management
- Lead a team of mortgage processors, credit analysts, and servicing specialists to achieve operational targets.
- Oversee endtoend workflows including intake, verifications, underwriting support, funding, and servicing activities.
- Establish performance standards, monitor KPIs, and drive continuous process improvement.
- Ensure operational readiness for audits, risk reviews, and compliance checks.
- Coach, train, and mentor team members to enhance competency and productivity.
- Coordinate closely with Credit, Risk, Sales, Legal, and Compliance teams to ensure seamless loan progression.

2. Client, Partner & Stakeholder Management
- Maintain solid working relationships with internal and external stakeholders involved in the mortgage value chain.
- Resolve loanlevel escalations, complex cases, and highpriority issues with a customercentric approach.
- Support prequalification and product suitability discussions with customerfacing teams.
- Represent Operations in governance meetings, audits,



and process improvement discussions.

3. Quality Management & Process Excellence
- Establish and implement quality control (QC) and quality assurance (QA) standards across all mortgage processes.
- Conduct periodic sample reviews on income assessment, documentation, verification quality, and servicing accuracy.
- Monitor error trends, identify root causes, and drive process corrections to minimize defects.
- Lead continuous improvement initiatives based on quality insights, audit outcomes, and customer feedback.

Domain & Technical Expertise

A. Banking Regulations & Compliance
- Working knowledge of retail lending regulatory frameworks including:
- KYC/AML requirements, identity verification standards, and antifraud controls
- Borrower data protection, privacy standards, and consumer fairness obligations
- Mortgage disclosure requirements, lending governance guidelines, and documentation norms
- Ability to i

📌 Mortgage Team Lead (Chennai)
🏢 HCLTech
📍 Chennai