Mortgage Operations Team Lead

Abacus · Lahore, Pakistan

Job Summary

We are looking for a motivated and experienced Mortgage Operations Team Lead – Home Finance to support the management and day-to-day operations of a US-based home finance and home insurance process . The ideal candidate will have strong knowledge of mortgage, home finance, and/or US home insurance operations, excellent leadership skills, and the ability to manage teams while ensuring productivity, quality, compliance, and client requirements are consistently met.

Key Responsibilities

• Manage and supervise the day-to-day operations of the assigned home finance, mortgage, and/or US home insurance process.
• Lead, coach, and motivate a team to achieve operational, productivity, quality, and service-level targets.
• Monitor team performance and provide regular feedback, coaching, and performance improvement plans where required.
• Ensure all processes are handled accurately and in accordance with defined SOPs and client requirements.
• Review and monitor loan, mortgage, and home insurance-related documentation for accuracy, completeness, and compliance.
• Coordinate with internal teams and US-based clients/stakeholders to resolve operational issues and ensure smooth workflow.
• Monitor daily productivity, quality, attendance, and adherence to process timelines.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Identify process gaps and recommend improvements to enhance efficiency and quality.
• Handle escalations and ensure timely resolution of client and operational concerns.
• Ensure the team follows applicable data privacy, confidentiality, and compliance requirements.
• Conduct team meetings, performance reviews, and regular process updates.
• Support recruitment, onboarding, training, and development of team members when required.
• Ensure business continuity and effective resource utilization during peak volumes.
• Maintain strong communication with onshore/client teams and provide timely updates on process performance.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Insurance, or a related field.
• 4–5 years of experience in US mortgage, home finance, US home insurance, banking, lending, or related BPO operations.
• Specific experience in US home insurance or US mortgage/home finance operations is highly preferred.
• Previous experience in a team-lead or supervisory role is required.
• Strong understanding of US mortgage, home finance, and/or home insurance processes and documentation.
• Good knowledge of loan processing, underwriting support, mortgage documentation, insurance operations, or related financial services processes.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-management abilities.
• Good command of MS Office, particularly Excel and PowerPoint .
• Ability to analyze operational data and prepare performance reports.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to work under pressure and meet strict deadlines.
• Willingness to work according to US business hours/night shifts , as required.

Preferred Experience

Candidates with experience in any of the following areas will be preferred:

• US Home Insurance
• US Mortgage Processing
• US Home Finance
• Home Loans
• Loan Origination
• Mortgage Underwriting Support
• Mortgage DocumentationLoan Servicing
• Title/Escrow Operations
• Banking Operations
• Financial Services BPO
• Insurance Operations / Insurance BPO