Operations Manager

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Position-Manager - Operations

US Mortgage Location - Bangalore Experience- Min 5–8+ y ears of experience in US mortgage operations; strong understanding of underwriting and QC processes.

Position Summary

The Operations Manager is responsible for overseeing

Post Close QC (PCQC) ,

Pre Fund QC (PFQC) , and

Servicing QC

functions within US Mortgage Operations. This role ensures compliance with federal/state regulations, investor requirements, CFPB standards, and internal QC policies. The manager leads multiple QC teams, delivers high-quality reviews within SLAs, reduces operational defects, and partners with cross-functional teams to maintain strong loan and servicing quality.

Key Responsibilities

Quality Control & Compliance Oversee end-to-end

PCQC and PFQC review processes

to ensure mortgage loans meet regulatory, investor, and internal quality standards. Monitor compliance with

TRID ,

TILA ,

RESPA , and agency/investor guidelines. Review audit findings, identify root causes, and implement corrective actions to reduce defects and improve loan quality. Ensure adherence to sampling methodology, audit checklists, and documentation requirements. Servicing QC Oversight Manage QC reviews across key servicing processes including: Payment processing & escrow analysis Customer service & call compliance Loss mitigation / collections QC Default, foreclosure, and bankruptcy QC Loan boarding and servicing transfers Escrow disbursements (taxes, insurance, renewals) Ensure compliance with CFPB, Fannie Mae, Freddie Mac, HUD, RESPA, and state servicing regulations. Review servicing actions for accuracy, timeliness, and adherence to investor servicing guidelines.

Team Leadership & Operations Management Manage and mentor a team of QC Analysts/Reviewers ensuring productivity, accuracy, and SLA adherence. Monitor daily workflow, allocate resources, and balance workloads to meet operational targets. Drive performance management—including coaching, appraisals, and skill development—for all team members. Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Reporting & Stakeholder Management Prepare and deliver reports, dashboards, and monthly quality metrics to senior leadership. Communicate QC findings to operations leaders and partner teams, ensuring timely resolution of exceptions. Coordinate with US-based leadership teams to align on quality priorities, KPI targets, and business goals

Qualifications & Skills Bachelor’s degree (preferred) or equivalent experience in mortgage operations/financial services. 5–8+ years of experience in US mortgage operations; strong understanding of underwriting and QC processes. Expertise in

PCQC ,

PFQC ,

TRID , and mortgage compliance requirements. Strong leadership and team management experience. Excellent analytical, problem-solving, and reporting skills. Ability to work in a fast-paced, deadline-driven environment. Proficiency with LOS systems, QC tools, and Microsoft Excel.

Key Competencies Detail-oriented with a strong focus on accuracy Regulatory and compliance awareness Leadership & people development Stakeholder communication Process optimization mindset Risk identification and mitigation

Disclaimer:

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Regards Padmapriya Shekar Email id:padmapriya.shekar1@firstsource.com