Job Description
About the Role
The Lead – SD Management (SME) plays a critical role in driving capability building, performance excellence, and operational readiness within the Mortgage Servicing line of business. This role is responsible for designing and delivering training programs, conducting deep performance analysis, and partnering with cross-functional teams to improve productivity, quality, and customer experience outcomes.
You will act as a subject matter expert (SME) and performance enabler, ensuring frontline teams are equipped with the knowledge, skills, and tools needed to succeed in a fast-paced BPO mortgage servicing environment.
Key Responsibilities
Performance Management & Coaching
- Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements
- Identify skill gaps and behavioral opportunities through call listening, audits, and trend analysis
- Provide structured feedback and action plans to improve quality, productivity, and compliance metrics
Data Analysis & Insights
- Analyze performance data (KPIs, scorecards, QA reports) to identify trends, risks, and opportunities
- Translate insights into actionable recommendations and targeted training interventions
- Support leadership with performance reporting and root cause analysis
Stakeholder Management & Collaboration
- Partner with Operations, Training, Quality, and Client stakeholders to align on performance goals and initiatives
- Support process transitions, updates, and new program launches, ensuring smooth knowledge transfer
- Communicate effectively with stakeholders to resolve escalations and drive continuous improvement
Process Improvement & Compliance
- Ensure adherence to US Mortgage Servicing guidelines, regulatory requirements, and company policies
- Recommend and implement process improvements to enhance operational efficiency and reduce errors
- Contribute to a culture of continuous learning, accountability, and excellence
Qualifications
Required Skills & Experience
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Excellent communication skills (verbal and written) with the ability to influence stakeholders
- Proven leadership and coaching experience in a BPO or shared services environment
- Strong stakeholder management and collaboration skills
- Ability to manage multiple priorities in a fast-paced, dynamic environment
Preferred Skills
- Hands-on experience in training delivery, curriculum design, and adult learning principles
- Background in US Residential Mortgage Servicing (Voice) is required
- Familiarity with performance management tools, QA frameworks, and LMS platforms
Additional Information
Internal Candidate Requirements
- Minimum 12 months tenure in the current role
- Most recent performance rating of “Meets Expectations” or higher
- No active disciplinary action within the last 6 months
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Key team members
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