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. The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services, or BPO operations and a passion for driving team performance and operational excellence. Key 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. Types of Inquiries Supported • Loan Status Updates • Welcome and Follow-Up Calls • Document Collection and Follow-Ups • Income and Debt-to-Income (DTI) Discussions • Pricing Inquiries • Loan Restructuring Requests • Appraisal Status Updates • Guideline Clarifications • Customer and Broker Escalations • 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. • Mortgage industry experience is highly preferred. What You'll Bring • Strong leadership and coaching capabilities • Customer-focused mindset • Excellent verbal and written communication skills • Ability to manage multiple priorities in a fast-paced environment • Data-driven decision-making skills • A continuous improvement and operational excellence mindset Why Join Sutherland? • Lead a high-impact team supporting critical mortgage operations. • Collaborate with diverse stakeholders across the loan lifecycle. • Drive operational excellence and continuous improvement initiatives. • Grow your career with a global organization committed to innovation, development, and customer success. Apply today and be part of a team that delivers world-class service and operational excellence. At Sutherland , we are a global business and digital transformation partner helping clients deliver exceptional customer and business outcomes through market-leading technology, process excellence, and people-first solutions. With operations across multiple countries, we provide customer experience, back-office, digital, and consulting services to some of the world's leading brands.