Senior Team Manager - Mortgage

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. 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.