At Rocket India, the Team Lead, Operations – Claims Skill Expertise will be responsible for leading a high-performing operations team supporting U.S. mortgage claims processes. This role will focus on driving operational excellence, ensuring compliance with stakeholder requirements, coaching team members, and maintaining strong service delivery standards in a dynamic, client-focused environment.

About the Role

- Lead, coach, and motivate a team of operations team members, ensuring alignment with customer needs, process specifications, productivity targets, and quality expectations.
- Monitor daily workflow, delegate work effectively, and ensure timely completion of tasks in line with compliance requirements and stakeholder service level agreements.
- Conduct daily huddles and weekly team meetings to review performance trends, share process updates, discuss learnings, and identify opportunities for improvement.
- Create an environment built on trust, open communication, creativity, accountability, and teamwork.
- Maintain audit-related documentation, support audit readiness, track observations, and drive timely closure of audit findings.
- Ensure performance standards and service level agreements are consistently met based on stakeholder-defined expectations.
- Review quality audit findings with the team, identify error trends, and implement corrective actions to prevent recurrence.
- Positively respond to peak work volumes and pressure situations while maintaining team morale and operational stability.
- Track workflow, team performance, resource deployment, productivity, and capacity planning to support efficient shift operations.
- Manage shift operations, leave planning, and staffing requirements to ensure business continuity.
- Engage frontline team members through regular performance discussions, one-on-one coaching, behavioral feedback, and development planning.




- Build strong process knowledge through a hands-on approach and support continuous improvement across day-to-day operations.

Minimum Qualifications

- Minimum 2 years of team handling experience in an operations environment.
- Experience managing a team size of at least 10 to 15 team members.
- Prior experience in the U.S. mortgage domain is required.
- Strong understanding of operational performance management, workflow tracking, quality monitoring, and service level adherence.
- Excellent verbal and written communication skills.
- Good analytical and problem-solving skills with the ability to identify trends and drive action plans.
- Strong keyboard skills and comfort working with operational tools and systems.
- Willingness and ability to work night shifts in alignment with business requirements.
- Ability to manage team performance, coach team members, and maintain a positive team environment.
- Required employment documentation must be available as part of the hiring process. Please note that employment offers are conditional upon successful completion of third-party background verification.

Preferred Qualifications

- Experience supporting claims-related processes within the U.S. mortgage servicing or operations ecosystem.
- Demonstrated ability to manage compliance-driven processes with a strong focus on audit readiness and documentation accuracy.
- Experience leading process improvement initiatives, performance action plans, and quality enhancement efforts.
- Ability to work collaboratively with stakeholders,



peers, and cross-functional teams in a rapid-paced operations environment.
- Strong people leadership skills with a focus on engagement, accountability, coaching, and team development.

What You’ll Get At Rocket India, you’ll be part of a collaborative, growth-focused workplace where your leadership directly contributes to operational excellence and client impact. You’ll have opportunities to strengthen your domain expertise, coach talented team members, and work closely with global teams. We support continuous learning, inclusive teamwork, and a culture that empowers you to bring your best ideas forward.

About Us

Rocket India, registered as NSM Services Private Limited and formerly Mr. Cooper, is a wholly owned subsidiary of Rocket Mortgage, LLC—the nation’s largest home loan originator and mortgage servicer—headquartered in Detroit, Michigan. As a core part of Rocket’s global ecosystem, Rocket India helps shape the future of home financing through technology, innovation, operations excellence, and client-focused solutions.

Our teams work across Operations, Product, Technology, Innovation, and Customer functions to simplify mortgage origination and servicing while supporting Rocket’s mission to “Help Everyone Home.”

We are committed to providing a fair and inclusive workplace for all team members and applicants. All qualified applicants will receive consideration for employment without regard to sex, religion, caste, disability, or gender identity, consistent with applicable Indian law, including the Constitution of India, the Code on Wages, 2019, the Rights of Persons with Disabilities Act, 2016, and the Transgender Persons (Protection of Rights) Act, 2019. We welcome applications from persons with disabilities and from all sections of society.”

📌 Team Lead-Operations (Bengaluru)
🏢 NSM Services Private
📍 Bengaluru