Mortgage Fulfillment Lead - US

Job description

The Mortgage Fulfillment Lead is responsible for leading and overseeing the end-to-end residential mortgage fulfillment operation supporting U.S. Wealth Management and Private Banking mortgage origination services. This role provides strategic leadership to fulfillment teams consisting of Loan Coordinators, Disclosure Specialists, and Team Leaders while maintaining accountability for service delivery, quality, regulatory compliance, operational performance, workforce planning, and business transformation initiatives.

As the senior leader of the Mumbai Mortgage Fulfillment organization, you will establish a high-performing culture focused on client centricity, operational excellence, risk management, and continuous improvement. You will partner closely with U.S.-based Mortgage Production, Sales, Underwriting, Compliance, Technology, and Executive Leadership teams to deliver superior client experiences while ensuring efficient and scalable operations.

Additionally, you will drive global sourcing initiatives, talent development strategies, and long-term organizational growth aligned with business objectives.

Your responsibilities

• provide strategic leadership and direction for the Mortgage Fulfillment organization supporting residential mortgage originations across the United States.
• lead teams of Loan Coordinators, Disclosure Specialists, and Team Leaders to achieve service, quality, productivity, and risk management objectives.
• establish and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to ensure consistent delivery excellence.
• maintain accountability for pipeline management, disclosure timeliness, client experience, workflow efficiency, and operational capacity planning.
• drive continuous process improvement initiatives through automation, standardization, and optimization of fulfillment workflows.
• partner with U.S. mortgage business stakeholders to support identifying operational risks, opportunities, and strategic enhancements.
• ensure adherence to regulatory requirements, internal policies, quality standards, audit controls, and operational governance frameworks.
• lead workforce planning, organizational design, succession planning, and hiring strategies to support business growth and scalability.
• build and develop a high-performing leadership team through coaching, mentoring, performance management, and career development.
• collaborate with Technology and Change Management teams to support system implementations, process redesigns, and digital transformation initiatives.
• conduct regular reviews of operational performance, quality trends, client feedback, and capacity forecasts to proactively address business needs.
• promote the firm's values, culture, and commitment to delivering exceptional service to internal and external clients.