Senior Team Manager - Mortgage

At Sutherland , we are a global business and digital transformation partner helping clients deliver exceptional customer and business outcomes through market-leading technology, process excellence, and people-first solutions. With operations across multiple countries, we provide customer experience, back-office, digital, and consulting services to some of the world's leading brands.

Sutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.

The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services, or BPO operations and a passion for driving team performance and operational excellence.

Key Responsibilities

Manage the day-to-day operations of the Communication Desk. Lead, coach, and develop a team of communication specialists to achieve performance goals. Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels. Monitor communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness.

Handle escalated concerns and drive timely resolution of complex issues. Collaborate with cross-functional teams to support smooth loan processing and servicing activities. Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management. Identify and implement process improvements to enhance efficiency and customer satisfaction.

Ensure compliance with company policies, client requirements, and data privacy standards. Types of Inquiries Supported Loan Status Updates Welcome and Follow-Up Calls Document Collection and Follow-Ups Income and Debt-to-Income (DTI) Discussions Pricing Inquiries Loan Restructuring Requests Appraisal Status Updates Guideline Clarifications Customer and Broker Escalations Bachelor's degree or equivalent work experience.

At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations. Strong people management and stakeholder management skills. Experience managing SLA-driven operations and performance metrics. Proven ability to lead teams, drive results, and manage escalations. Excellent communication, problem-solving, and decision-making skills.

Proficiency in Microsoft Office and reporting tools. Mortgage industry experience is highly preferred.

What You'll Bring

Strong leadership and coaching capabilities Customer-focused mindset Excellent verbal and written communication skills Ability to manage multiple priorities in a fast-paced environment Data-driven decision-making skills A continuous improvement and operational excellence mindset Why Join Sutherland? Lead a high-impact team supporting critical mortgage operations.

Collaborate with diverse stakeholders across the loan lifecycle. Drive operational excellence and continuous improvement initiatives. Grow your career with a global organization committed to innovation, development, and customer success. Apply today and be part of a team that delivers world-class service and operational excellence.