Group Manager (US Mortgage)

Qualification:
preferably with License NMLS – nationwide mortgage licensing system. Open to non-Filipinos.
Must have 5+ years’ strong experience as an Operations Manager or 2 year's as Senior Operations Manager, in a Contact Center/ Banking and Financial environment
Have experience managing 100 + FTE’s.
Strong knowledge of US Mortgage cycle and;
Experience in managing Voice Account preferably in US banking and financial services
Amenable to work in a night-shift schedule
Amenable to be assigned in Quezon City site

Delivery Excellence: Understand and follow all operational and procedural related activities and tasks in order to deliver as per SLAs
Analytical Thinking & Problem Solving: Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analyzing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies.
Process Knowledge: Understanding of the business process and the ability to identify process gaps.
Business Reporting – Source, interpret reporting diagnostics to better drive and enhance the business performance and outcomes to ensure business objectives/targets are achieved.
Ensure actions are in place to address anomalies.
General Administration – Analyze intraday reporting and ensure tactical measures for smooth service delivery.
Capacity management and resource planning – To ensure that 100% billable staff is always available for production.
Business Relationships – Establish and cultivate a strong business relationship with Partners to collaborate, make decisions and produce outcomes.
Communication – Review and deliver effectively with the support functions and Partners on any key messages, business updates and Team Time agenda items.
Support function management – Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, IT to ensure effective operations
Implement and lead people within the WNS Principles, Code of Conduct and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence
People Management: Ability to interact and build good relationship with client and team members. Creating brainstorming activity to create innovative ideas resulting in value addition.
Constructive delegation and feedback for directive support. Retention focused management with strong EWS governance mechanisms.
Leading and Engaging People: The ability to work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream – to engage and lead people and teams to deliver results.
Reward & Recognition – Celebrate and encourage Reward and Recognition of team members and peers for outstanding work, KPI’s and other achievements.
Performance/Development – Review of individual and team’s performance with Team Managers, discuss individual development plan including progress to and setting of goals.
Client Centric Execution: Ability to deliver exactly what was promised to the client based on a clear understanding of client needs. Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.
Safety and Wellbeing – Work closely with WNS Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).