Operations Manager (Customer Service & Collections)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

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Job Title - Operations Manager (Customer Service & Collections)

Job Description:

Experience

8 to 10 Years of banking operations experience

Experience Breakup

Min 6-7 years of experience in Banking contact centre ops UK/US

Responsibilities

• Managing customer servicing process on a day to day basis

• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.

• Driving productivity and efficiency

• Analysis of reports and determine authenticity of the report, and ability to identify significant variances.

• Complete ownership of deliverable of team and handling escalations.

• Attend daily calls with customer and explain the status/ progress of deliverables

• Respond to customer queries on deliverables

• Help team members to fix the issues in daily activities

• Act as first level of escalation on delivery issues

• Ensure all reference data related activities are completed as per client expectations

• Meet the TAT and error free delivery

• Contribute to process streamlining and improvement

• Plan and prioritize all projects handled by the team.

• Ensuring Checklist, Metrics and EOD activities are completed and signed off.

• Ensuring timely updates/review of SOPs, Issue Logs

• Ensure adherence / Managing KPI and SLAs on ongoing basis

• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items

• Maintenance of escalation policies

• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through

• Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment

• Actively participate in governance calls with the clients for effective process management

• Manage operations through end to end planning, metrics review and root cause analysis

• Manage Client relationship as part of operations delivery;

• Drive change by successful implementation of process improvement recommendations

• Review overall staff performance and recommend training needs

Essential Hiring Skills

1. Experience in managing call centre Operations.

2. Experience in banking customer service/Collections preferred Experience of having managed team of agents with a span of 50 FTE

3. Ability to build & motivate teams

4. Understanding of regulatory guidelines/ laws applicable in banking industry

5. Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.

6. Qualification - Graduate - Any Discipline

Good to have Hiring Skills

• Exposure to UK / US Banking industry.
• Experience in underwriting and payouts experience preferred but can be good to have.

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Job Description:

Experience

10-12 Years of overall BPO operations experience.

Experience Breakup

Minimum 6-7 years of experience in Banking Operations, with a strong focus on Mortgage processes.

Responsibilities

• Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
• Drive performance management, coaching, mentoring, and team development initiatives.
• Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
• Monitor workflow, quality, compliance, and risk controls within mortgage operations.
• Collaborate with internal stakeholders to improve operational processes and customer experience.
• Support business transformation, process improvement, and continuous improvement initiatives.
• Track operational metrics and implement actions to achieve business goals and performance targets.

Essential Hiring Skills

• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in:
  • Mortgage Underwriting
  • Loan Origination
  • Residential Lending
  • Property Lending
  • Commercial Lending
• Proven experience managing teams in a voice-based BPO/Contact Center environment.
• Strong understanding of the loan approval and underwriting process.
• Strong knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation processes.
• Working knowledge of FDCPA, Debt Validation requirements, Mortgage Compliance, Risk & Control Frameworks, and Regulatory Audits.
• Experience managing operations involving Judicial/Non-Judicial Foreclosures, Collections, Consumer Complaints, and Compliance Monitoring within Mortgage Services.
• People management experience handling teams.
• Knowledge of mortgage policies, documentation, compliance, and lending practices.
• Excellent stakeholder management, communication, and problem-solving skills.
• Ability to drive operational performance, productivity, and customer service outcomes.

Good to have Hiring Skills

• Business Excellence
• Process Excellence
• Lean Six Sigma methodologies
• Continuous Improvement initiatives
• Operational Transformation projects
• Quality Management and Process Optimization
• Change Management and Productivity Improvement initiatives

Geographic Market Experience Preference

1. UK Mortgage Market (Preferred)
2. US, Australian, or any other geographic mortgage market experience can also be considered.

Mandatory Skills: Mortgage(Originations) .Experience: 8-10 Years .Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.