Lead - SD Management (SME) | US Mortgage

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

About the Role

TheLead – SD Management (SME) plays a critical role in drivingcapability 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 asubject 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

• Conductfloor support, real-time coaching, and side-by-side interventions to drive agent performance improvements
• Identify skill gaps and behavioral opportunities throughcall listening, audits, and trend analysis
• Provide structured feedback and action plans to improvequality, productivity, and compliance metrics

Data Analysis & Insights

• Analyze performance data (KPIs, scorecards, QA reports) to identifytrends, risks, and opportunities
• Translate insights intoactionable recommendations and targeted training interventions
• Support leadership withperformance reporting and root cause analysis

Stakeholder Management & Collaboration

• Partner withOperations, Training, Quality, and Client stakeholders to align on performance goals and initiatives
• Supportprocess transitions, updates, and new program launches, ensuring smooth knowledge transfer
• Communicate effectively with stakeholders toresolve escalations and drive continuous improvement

Process Improvement & Compliance

• Ensure adherence toUS Mortgage Servicing guidelines, regulatory requirements, and company policies
• Recommend and implementprocess improvements to enhance operational efficiency and reduce errors
• Contribute to a culture ofcontinuous learning, accountability, and excellence

Required Skills & Experience

• Stronganalytical and problem-solving skills with the ability to interpret data and identify trends
• Excellentcommunication skills (verbal and written) with the ability to influence stakeholders
• Provenleadership and coaching experience in a BPO or shared services environment
• Strongstakeholder management and collaboration skills
• Ability to manage multiple priorities in a fast-paced, dynamic environment

Preferred Skills

• Background inUS Residential Mortgage Servicing (Voice) is required
• Familiarity withperformance management tools, QA frameworks, and LMS platforms

Internal Candidate Requirements

• Minimum12 months tenure in the current role
• Most recent performance rating of“Meets Expectations” or higher
• No activedisciplinary action within the last 6 months