Senior Team Manager - Mortgage

Sutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.

Responsibilities

Manage the day-to-day operations of the Communication Desk; Lead, coach, and develop a team of communication specialists to achieve performance goals; Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels; Monitor communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness; Handle escalated concerns and drive timely resolution of complex issues; Collaborate with cross-functional teams to support smooth loan processing and servicing activities; Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management; Identify and implement process improvements to enhance efficiency and customer satisfaction; Ensure compliance with company policies, client requirements, and data privacy standards

Requirements

Bachelor's degree or equivalent work experience; At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations; Strong people management and stakeholder management skills; Experience managing SLA-driven operations and performance metrics; Proven ability to lead teams, drive results, and manage escalations; Excellent communication, problem-solving, and decision-making skills; Proficiency in Microsoft Office and reporting tools

Nice to have

Mortgage industry experience