Overview of Position
The Supervisor, Capability Center Operations - Global Housing Operations, is responsible for leading the day-to-day performance of a team supporting insurance processing operations for U.S. mortgage servicing clients. This role oversees quality, productivity, service level adherence, and employee development while ensuring operational excellence and client satisfaction.
The Supervisor partners with business leaders and stakeholders to manage workloads, monitor performance metrics, support continuous process improvements, and develop high-performing teams in a fast-paced, deadline-driven environment. This position plays a key role in supporting operational growth as new portfolios and clients transition into the Global Capability Center.
What will be my duties and responsibilities in this job?
- Lead and develop a team of Team Leads and Processing Associates, fostering a culture of accountability, engagement, and continuous improvement.
- Monitor and drive key operational metrics, including productivity, quality, accuracy, turnaround times, and service level agreements (SLAs).
- Conduct regular performance reviews, coaching sessions, and career development conversations with team members.
- Manage workload distribution and operational capacity to ensure timely completion of assigned work items and client commitments.
- Analyze operational trends and performance data to identify risks, opportunities, and process improvement initiatives.
- Collaborate with business partners and leadership to communicate operational results, challenges, and strategic priorities.
- Lead change management initiatives and support business growth through effective operational planning and team scalability.
- Ensure compliance with all departmental, operational, regulatory, and company policies and procedures.
What are the requirements needed for this position?
- A minimum of 2 years of experience leading operational teams in a supervisor, team manager, or equivalent leadership role.
- Experience managing productivity, quality, performance metrics, KPIs, and SLAs within a processing, operations, shared services, financial services, insurance, banking, or similar environment.
- Advanced English communication skills, both written and verbal.
- Intermediate to advanced Microsoft Excel skills, including data analysis, reporting, formulas, and performance tracking.
- Experience coaching employees, managing performance, and building high-performing teams.
- Strong analytical and problem-solving skills with the ability to make informed decisions using operational data.
- Ability to manage multiple priorities in a fast-paced environment while meeting deadlines and client commitments.
What other skills/experience would be helpful to have?
- Experience in mortgage servicing, insurance operations, financial services, or transaction processing environments.
- Experience managing teams responsible for processing high-volume workloads rather than traditional inbound call center operations.
- Working knowledge of Power BI or other reporting and dashboard tools.
- Experience supporting operational transitions, organizational growth, or process improvement initiatives.
- Ability to influence stakeholders and effectively communicate across multiple levels of the organization.
- Strong ownership mindset with a focus on operational excellence and customer outcomes.
