Lead - SD Management (SME) | Mortgage

Job Description

About the Role

The Lead – SD Management is responsible for delivering training programs, improving employee performance, and ensuring teams are equipped to meet business goals through effective coaching, analysis, and collaboration.

Key Responsibilities

• Conduct new hire training and ensure readiness for production within the first month post-nesting
• Facilitate huddles, refresher, and remedial (BQ) training sessions
• Perform floor interventions and coaching to improve performance
• Analyze data to identify skill gaps and performance trends
• Partner with Training and Quality teams to implement improvement plans
• Develop and update training materials and content
• Support process updates and new program launches
• Maintain strong stakeholder communication and resolve issues efficiently

Qualifications

Required Skills & Experience

• Strong data analysis and interpretation skills
• Ability to identify trends and recommend improvements
• Excellent communication skills (verbal & written)
• Proven leadership and problem-solving abilities
• Ability to work cross-functionally and drive results

Preferred Skills

• Experience in training delivery and performance coaching
• Background in BPO or mortgage servicing (preferred)

Additional Information

Internal Qualifications

• Tenure: Minimum 12 months in current role
• Performance Rating: At least Meets Expectations (or equivalent) in the last review cycle
• Behavior: No active disciplinary action within the last 6 months