Team lead-Operations

At Rocket India, you’ll lead frontline operations within the US Mortgage Default Servicing function, ensuring high-quality service delivery, strong compliance adherence, and consistent performance across key operational deliverables. As a Team Leader, you’ll guide, coach, and motivate team members while managing workflow, stakeholder expectations, audits, productivity, and service-level outcomes in a fast-paced, night-shift operations environment.
About the Role

• Lead day-to-day operations for a US Mortgage Default Servicing team, ensuring performance, quality, compliance, and service delivery expectations are consistently met.
• Align team members with customer requirements, process specifications, operational targets, tools, and techniques to support effective task execution.
• Monitor workflow, delegate work appropriately, manage shift operations, and ensure timely completion of deliverables in line with stakeholder requirements.
• Conduct daily huddles and weekly staff meetings to review performance trends, share process updates, identify opportunities, and drive action plans.
• Create a positive team environment built on trust, open communication, accountability, creativity, and collaboration.
• Maintain audit-related documentation, support audit readiness, track observations, and ensure timely closure of audit findings.
• Review quality audit outcomes with team members, identify recurring error patterns, and implement corrective actions to prevent repeat errors.
• Manage peak work volume and pressure situations while maintaining team morale, productivity, and operational focus.
• Track workflow, team performance, resource deployment, leave planning, capacity planning, and overall operational readiness.
• Engage team members through regular performance discussions, coaching, feedback, and 1:1 development conversations.
• Support team members in strengthening process knowledge through a hands-on leadership approach.
• Partner with stakeholders and internal teams to ensure operational consistency, process compliance, and continuous improvement.

About You
Minimum Qualifications

• Minimum 2 years of team handling experience in an operations environment.
• Experience managing a team size of at least 10 to 15 team members.
• Hands-on experience in the US Mortgage domain.
• Experience in US Mortgage Default Servicing is required.
• Strong verbal and written communication skills.
• Good analytical skills with the ability to review performance trends, identify gaps, and recommend actions.
• Willingness and ability to work in night shifts.
• Strong keyboard skills and comfort using computer systems, business applications, reporting tools, and workflow platforms.
• Ability to manage shift operations, team performance, quality expectations, and stakeholder-driven deliverables.
• Strong coaching, people management, time management, and prioritization skills.

Preferred Qualifications

• Prior experience leading mortgage servicing, default servicing, foreclosure, bankruptcy, loss mitigation, collections, or related servicing operations.
• Experience working in a process-driven environment with defined service level agreements, compliance requirements, and audit expectations.
• Ability to drive quality improvement, productivity enhancement, and performance consistency across a team.
• Experience conducting huddles, staff meetings, performance reviews, coaching sessions, and process refresher discussions.
• Strong stakeholder management skills with the ability to communicate updates, risks, action plans, and performance insights clearly.
• Ability to work effectively in a fast-paced, high-volume operations environment while maintaining team engagement and service quality.

What You’ll Get

At Rocket India, you’ll have the opportunity to lead meaningful mortgage operations work that supports global teams and client-focused outcomes. You’ll be part of a collaborative environment where people leadership, operational excellence, compliance, and continuous improvement are valued. You’ll gain exposure to enterprise-scale mortgage servicing processes while developing your leadership capabilities and contributing to Rocket’s mission to “Help Everyone Home.”

About Us

Rocket India (registered as NSM Services Private Limited & Formerly Mr. Cooper) is a wholly owned subsidiary of Rocket Mortgage, LLC—the nation’s largest home loan originator and mortgage servicer—headquartered in Detroit, Michigan. As a core part of Rocket’s global ecosystem, Rocket India plays a vital role in shaping the future of home financing through technology and innovation. We build scalable technology platforms and digital solutions that simplify mortgage origination and servicing while delivering seamless, client-focused experiences. Our teams work across Operations, Product, Technology, Innovation, and Customer functions to drive efficiency, enable smarter decisions, and accelerate enterprise-wide transformation. Built on Rocket Mortgage’s technology-driven, client-centric foundation, Rocket India partners closely with global teams to develop solutions that remove friction and create lasting value for homeowners. Together, we support Rocket’s mission to “Help Everyone Home” by turning bold ideas into real-world impact.
We are committed to providing a fair and inclusive workplace for all team members and applicants. All qualified applicants will receive consideration for employment without regard to sex, religion, caste, disability, or gender identity, consistent with applicable Indian law, including the Constitution of India, the Code on Wages, 2019, the Rights of Persons with Disabilities Act, 2016, and the Transgender Persons (Protection of Rights) Act, 2019. We welcome applications from persons with disabilities and from all sections of society.”