Analyst (Non-Voice)

Noida, Uttar Pradesh

Job Summary

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 prospects.
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
Solid 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 Perks

Other Requirements

📌 Analyst Non Voice Noida
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