Senior Team Manager - Mortgage

Company Description

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.

Job Description

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

Qualifications

• 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

Additional Information

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.