Sutherland

3 weeks ago

Lead - SD Management (SME) | US Mortgage

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead capability building and performance excellence for a US mortgage servicing operation by designing training programs and delivering floor support, real-time coaching, and side-by-side interventions. Use KPI, scorecard, and QA data to identify trends, risks, and root causes, then translate insights into targeted training and improvement plans. Partner with operations, training, quality, and client stakeholders to support process transitions, resolve escalations, and strengthen compliance and customer experience outcomes.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Mid level

Key Responsibilities

•Provide floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements.
•Identify skill gaps and behavioral opportunities using call listening, audits, and trend analysis.
•Analyze performance data (KPIs, scorecards, QA reports) to surface trends, risks, and opportunities, including root cause analysis.
•Translate insights into actionable recommendations and targeted training interventions for quality, productivity, and compliance.
•Partner with operations, training, quality, and client stakeholders to align on performance goals, support transitions, and resolve escalations.

Key Requirements

•Strong analytical and problem-solving skills to interpret performance data and identify trends.
•Excellent verbal and written communication skills with the ability to influence stakeholders.
•Proven leadership and coaching experience in a BPO or shared services environment.
•Strong stakeholder management and collaboration skills.
•Background in US Residential Mortgage Servicing (Voice) is required.

Experience:Mortgage servicingBPOShared services

Skills:CommunicationLeadershipCoachingStakeholder managementProblem-solving

Languages:English

Tech Stack:LMSQA frameworksPerformance management toolsKPIsScorecards

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Sutherland

3 weeks ago

Lead - SD Management (SME) | US Mortgage

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Seniority: Mid level

Key Responsibilities

•Provide floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements.
•Identify skill gaps and behavioral opportunities using call listening, audits, and trend analysis.
•Analyze performance data (KPIs, scorecards, QA reports) to surface trends, risks, and opportunities, including root cause analysis.
•Translate insights into actionable recommendations and targeted training interventions for quality, productivity, and compliance.
•Partner with operations, training, quality, and client stakeholders to align on performance goals, support transitions, and resolve escalations.

Key Requirements

•Strong analytical and problem-solving skills to interpret performance data and identify trends.
•Excellent verbal and written communication skills with the ability to influence stakeholders.
•Proven leadership and coaching experience in a BPO or shared services environment.
•Strong stakeholder management and collaboration skills.
•Background in US Residential Mortgage Servicing (Voice) is required.

Experience:Mortgage servicingBPOShared services

Skills:CommunicationLeadershipCoachingStakeholder managementProblem-solving

Languages:English

Tech Stack:LMSQA frameworksPerformance management toolsKPIsScorecards

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor