Manager - Settlement

Role & responsibilities :

1. Operations Management

• Manage day-to-day U.S. mortgage settlement and closing operations.
• Ensure mortgage files are processed accurately and within agreed turnaround times.
• Oversee closing documentation, settlement statements, Closing Disclosures, title clearance, payoff processing, and funding coordination, as applicable.
• Monitor workflow, volumes, pending cases, escalations, and operational backlogs.
• Establish effective controls to minimize errors, rework, and settlement delays.

2. Team Leadership and People Management

• Lead, mentor, and develop team leaders, supervisors, and mortgage settlement associates.
• Manage resource planning, staffing, workload allocation, and productivity.
• Conduct regular performance reviews, coaching sessions, and capability-building initiatives.
• Identify training needs and develop team members' technical and leadership skills.
• Drive employee engagement, accountability, and continuous improvement.

3. Client and Stakeholder Management

• Act as a primary point of contact for U.S. mortgage clients and business stakeholders.
• Manage client reviews, operational governance meetings, and performance discussions.
• Ensure timely resolution of client escalations and settlement-related issues.
• Build strong working relationships with lenders, title companies, escrow teams, and internal support functions.
• Communicate operational risks, service issues, and improvement plans effectively.

4. Quality, Risk, and Compliance

• Ensure adherence to applicable U.S. mortgage regulations, client procedures, and internal controls.
• Maintain awareness of relevant requirements under RESPA, TILA, and TRID.
• Oversee quality assurance, error analysis, root-cause analysis, and corrective action plans.
• Support internal and external audits and ensure timely closure of audit observations.
• Identify operational risks and implement preventive measures to reduce compliance breaches and financial losses.

5. Performance and Continuous Improvement

• Define and monitor KPIs, including productivity, quality, turnaround time, SLA adherence, and backlog.
• Prepare and present management reports, dashboards, and performance reviews.
• Identify process improvement and automation opportunities.
• Lead standardization, workflow optimization, and operational transformation initiatives.
• Drive measurable improvements in service delivery, cost efficiency, and customer satisfaction.

Preferred candidate profile :

• Experience managing large teams in a mortgage operations or business process management environment.
• Experience supporting U.S. mortgage lenders, banks, servicers, title companies, or settlement service providers.
• Exposure to offshore mortgage operations, transition management, and client onboarding.
• Experience with Lean, Six Sigma, automation, or continuous improvement initiatives.
• Experience managing multiple processes, client accounts, and operational delivery commitments.

Key Performance Indicators (KPIs)

• SLA and turnaround time adherence
• Process accuracy and quality scores
• Productivity and operational efficiency
• Backlog and aging management
• Client satisfaction and escalation resolution
• Compliance and audit performance
• Cost optimization and process improvement
• Employee retention, engagement, and development

Core Competencies

• Mortgage Settlement and Closing Operations
• Strategic and Operational Leadership
• People and Performance Management
• U.S. Mortgage Compliance
• Client Relationship Management
• Risk Management and Quality Assurance
• Stakeholder Communication
• Data-Driven Decision-Making
• Process Transformation and Continuous Improvement