Mortgage Fulfillment Lead - US

Your role

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.

Join us

At UBS, we know that it's our people, with their diverse skills, experiences and backgrounds, who drive our ongoing success. We’re dedicated to our craft and passionate about putting our people first, with new challenges, a supportive team, opportunities to grow and flexible working options when possible. Our inclusive culture brings out the best in our employees, wherever they are on their career journey. And we use artificial intelligence (AI) to work smarter and more efficiently. We also recognize that great work is never done alone. That’s why collaboration is at the heart of everything we do. Because together, we’re more than ourselves.
We’re committed to disability inclusion and if you need reasonable accommodation/adjustments throughout our recruitment process, you can always contact us.

Your team

You will lead the Mortgage Fulfillment in Mumbai within the US Global Wealth Management Mortgage Operations function. The team provides support to mortgage origination fulfillment services to Private Mortgage Bankers and Wealth Management clients by supporting the residential mortgage process from application through closing.
The organization consists of Loan Coordinators, Disclosure Specialists, and Team Leaders located in Mumbai, working in close partnership with U.S.-based mortgage production, underwriting, compliance, and sales teams to deliver exceptional service and operational excellence.

Your expertise

• 10+ years of progressive mortgage operations or mortgage fulfillment experience, including leadership of large-scale teams supporting U.S. residential mortgage originations.
• 5+ years of senior management experience leading managers and multi-functional U.S. mortgage operations teams.
• bachelor's degree required; advanced degree in Business, Finance, Operations, or a related field preferred.
• strong understanding of U.S. residential mortgage products, regulations, disclosures, loan processing, underwriting workflows, and closing processes.
• experience supporting high-net-worth or private banking mortgage clients preferred.
• demonstrated success leading offshore or global service delivery organizations supporting U.S. financial services businesses.
• proven track record of driving operational excellence, organizational transformation, and process improvement initiatives.
• deep knowledge of U.S. mortgage compliance requirements, risk management practices, and control frameworks.
• excellent leadership, communication, stakeholder management, and executive presentation skills.
• strong analytical and problem-solving abilities with experience utilizing operational metrics to drive business decisions.
• ability to influence cross-functional stakeholders and effectively lead through change in a complex and dynamic environment.
• outstanding written and verbal English communication skills.
• experience with Encompass, mortgage workflow platforms, and operational reporting tools preferred.
• you’re curious to explore how AI can improve how we build, deliver, and optimize workflows. You do this with sound judgment – validating outputs and aligning with policies, risk standards, and ethical use.
• willing to work flexible schedules (US Shift).

About us

UBS is a leading and truly global wealth manager and the leading universal bank in Switzerland. We also provide diversified asset management solutions and focused investment banking capabilities. Headquartered in Zurich, Switzerland, UBS is present in more than 50 markets around the globe.
We know that great work is never done alone. That’s why we place collaboration at the heart of everything we do. Because together, we’re more than ourselves. Want to find out more? Visit ubs.com/careers.

Your Career Comeback

We are open to applications from career returners. Find out more about our program on ubs.com/careercomeback.