Process Manager- Lending

Key Responsibility Area:

The fundamental duties & tasks the define the job are:

1. Oversee daytoday HELOC operations across processing underwriting support closing and ancillary activities.
2. Ensure all files meet SLA TAT and accuracy expectations consistently.
3. Monitor pipeline volumes balance workloads and plan staffing based on forecast models.
4. Drive governance around backlog management prioritization and exception handling.
5. Ensure strict adherence to US lending regulations (TILA RESPA ECOA HMDA) and investor/lender guidelines.
6. Lead a team of Team Leads SMEs Quality Analysts and Process Executives.
7. Conduct monthly performance evaluations coaching discussions and development plans.
8. Collaborate with Training/SME teams to close knowledge gaps and drive capabilitybuilding.
9. Build succession pipelines support cross-skilling initiatives and manage newhire onboarding.
10. Maintain strong team morale engagement and retention through proactive leadership.
11. Own process risk managementidentify operational risks and implement mitigation plans.
12. Work closely with the Quality Lead to analyze error trends RCA findings and compliance gaps.
13. Implement preventive controls such as checklists dual reviews SOP alignment and audit trails.
14. Manage prefund and postclose audit requirements with zero tolerance for regulatory exceptions.
15. Ensure underwriting support accuracy closing document integrity and complete documentation.
16. Serve as the primary point of contact for US stakeholders (operations underwriting closing QC compliance teams).
17. Lead weekly/monthly client governance calls business reviews and alignment discussions.
18. Provide transparent reporting on volume trends SLA performance quality metrics and risks.
19. Manage escalations professionally and ensure timely resolution with rootcause prevention.
20. Identify process inefficiencies and lead improvement projects through automation workflow redesign or bestpractice adoption.
21. Update SOPs and process playbooks in alignment with client and regulatory changes.
22. Partner with Analytics/Workforce teams to improve forecasting utilization and cost efficiency.
23. Support system migrations LOS enhancements or new process rollouts.
24. Own daily/weekly/monthly MIS for:
25. Production & backlog
26. SLA/TAT adherence
27. Quality & error trends
28. Capacity vs. forecast
29. Attrition attendance & key workforce metrics
30. Present governance decks to leadership and clients highlighting achievements risks and action plans.

Eligibility Criteria:

1. Education Graduates ( Pursuing graduation / undergraduate with strong interpersonal skills )
2. 712 years of experience in US mortgage operations with strong exposure to HELOC processes.
3. Deep functional knowledge of HELOC Processing Underwriting Support and Closing workflows.
4. Strong understanding of regulatory frameworks: TILA RESPA ECOA HMDA Fair Lending.
5. Handson experience with LOS platforms (Encompass Empower MSP Fusion).
6. Proven experience managing teams of 25 members including Leads and SMEs.
7. Strong analytical decisionmaking and problemsolving capability.
8. Excellent written and verbal communication for stakeholder and client interaction.

Essential duties and responsibilities:

1. Comply with data integrity and security policies
2. Follow required procedure & guidelines

The ideal candidate for this role would have:

1. Verbal & written communication skills along with active listening
2. Ability to multi-task set priorities & manage time effectively
3. Prior experience in HELOC underwriting support or closing documentation review.
4. Experience in mortgage operations.
5. Exposure to title insurance and property documentation review.
6. Experience supporting US-based underwriters.
7. Exposure to pre-fund/post-close audits.
8. Experience in clientfacing roles.
9. Prior experience as SME or Quality Analyst in HELOC.
10. Exposure to prefund/postclose audits.
11. Experience in managing multistate HELOC operations or multiple investor guidelines.
12. Exposure to prefund/postclose audits and QC frameworks.
13. Experience supporting/partnering with US underwriters and closing teams.
14. Leadership & team motivation
15. Strong ownership & accountability
16. Strategic thinking with operational discipline
17. Qualityfirst mindset
18. Stakeholder management & negotiation
19. Risk awareness and control orientation
20. Change management & adaptability

Required Skills:

US mortgageUnderwritingHELOC processing