Process Lead / SME – MBO Operations (NOA / Payments / Escrow)
Role Purpose
Responsible for end-to-end process ownership, operational governance, stakeholder management, quality oversight, workforce planning support, and continuous improvement initiatives across NOA, Payments, and Escrow towers.
Key Responsibilities
Operational Leadership
- Act as Subject Matter Expert (SME) for NOA, Payments, and Escrow processes.
- Manage daily workflow allocation and queue management.
- Monitor production, quality, and SLA performance.
- Drive throughput improvement and backlog reduction initiatives.
Process Governance
- Conduct process reviews and quality calibrations.
- Manage escalations and client-facing operational issues.
- Ensure SOPs, process maps, and controls are maintained.
- Support internal and external audits.
Stakeholder Management
- Coordinate with onshore partners and business stakeholders.
- Present operational updates and performance insights.
- Support governance forums and business reviews.
Continuous Improvement
- Drive automation and transformation opportunities.
- Conduct trend analysis and RCA.
- Implement corrective and preventive actions.
- Support transition and knowledge-transfer activities.
People Leadership
- Coach and mentor team members.
- Conduct floor support and refresher training.
- Assist managers with performance governance and workforce planning.
Required Skills
- Robust domain expertise in NOA, Payments, or Escrow.
- Advanced Excel and reporting skills.
- Stakeholder management.
- Root Cause Analysis and Process Improvement.
Leadership and coaching capability.
Skill Requirements
- 4 to 7 years of experience in Mortgage Operations, Loan Servicing, Escrow, Contract Audit, Payments & Reconciliation, or Financial Services Operations.
Key KPIs
- SLA Achievement
- Quality Performance
- Productivity Delivery
- Backlog Management
- Escalation Closure
- Team Capability Development
Process Improvement Benefits
Other Requirements
📌 Analyst (Non-Voice) (India)
🏢 HCLTech
📍 India
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