Opportunity at
SutherlandSenior Team Manager - Mortgage
Sutherland is hiring a Senior Team Manager - Mortgage to direct the daily activities of a Mortgage Communication Desk team. This on-site position focuses on providing…
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About This Role
Sutherland is hiring a Senior Team Manager - Mortgage to direct the daily activities of a Mortgage Communication Desk team. This on-site position focuses on providing precise, prompt, and professional assistance across the entire loan lifecycle. The chosen professional will act as the operational lead for communication functions, guaranteeing high-level customer service, effective stakeholder coordination, and consistent target achievement. Responsibilities include mentoring team members, managing communication channels, overseeing escalated concerns,…
Job Description
Sutherland is hiring a Senior Team Manager - Mortgage to direct the daily activities of a Mortgage Communication Desk team. This on-site position focuses on providing precise, prompt, and professional assistance across the entire loan lifecycle. The chosen professional will act as the operational lead for communication functions, guaranteeing high-level customer service, effective stakeholder coordination, and consistent target achievement. Responsibilities include mentoring team members, managing communication channels, overseeing escalated concerns, reviewing operational analytics, and implementing process improvements while maintaining data privacy compliance and company policies.
This opportunity is well-suited for a dedicated leader with a background in financial services, mortgage, banking, or BPO operations. Sutherland provides a global environment centered on innovation, career development, and customer success, allowing the manager to lead a high-impact team handling critical mortgage workflows.
Responsibilities
- Direct daily operations of the Communication Desk
- Coach and develop communication specialists to meet targets
- Ensure timely and accurate responses to stakeholder and customer inquiries
- Monitor email, call, and voicemail channels to uphold service quality
- Resolve escalated issues and complex concerns promptly
- Partner with cross-functional groups to facilitate smooth loan servicing and processing
- Analyze operational data regarding quality, productivity, SLA performance, and backlogs
- Execute process enhancements to boost customer satisfaction and efficiency
- Maintain adherence to data privacy standards, client requirements, and internal policies
Requirements
- At least 3 years of leadership experience in banking, mortgage, financial services, BPO, or customer service operations
- Experience overseeing performance metrics and SLA-driven operations
- Demonstrated ability to manage escalations, lead teams, and produce results
- Proficiency in reporting tools and Microsoft Office
- Strong stakeholder and people management abilities
Qualifications
- Bachelor's degree or equivalent work experience
- Background in the mortgage industry
Core Skills
Benefits
- Opportunity to lead a high-impact team supporting critical mortgage operations
- Chance to collaborate with diverse stakeholders throughout the loan lifecycle
- Involvement in continuous improvement and operational excellence initiatives
- Career growth potential within a global organization focused on innovation, development, and customer success
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The posting specifies that this is an on-site position.
What experience is required to apply?
Applicants must have a minimum of 3 years of leadership experience within mortgage, banking, financial services, BPO, or customer service operations.
What is the salary for this position?
The job posting does not specify the salary for this role.
Sample Interview Questions
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