About the Role

The Lead – SD Management (SME) plays a critical role in driving capability building, performance excellence, and operational readiness within the Mortgage Servicing line of business. This role is responsible for designing and delivering training programs, conducting deep performance analysis, and partnering with cross-functional teams to improve productivity, quality, and customer experience outcomes.

You will act as a subject matter expert (SME) and performance enabler, ensuring frontline teams are equipped with the knowledge, skills, and tools needed to succeed in a fast-paced BPO mortgage servicing environment.

Key Responsibilities

Performance Management & Coaching

• Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements
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