Assistant Manager, Digital Communication

International Luxury Hotel Association

. Lead delivery across multiple Customer Solutions Desk teams or workstreams, balancing demand, capacity, skill coverage, inventory, service levels, and operational risk .

Posted 11/5/2026full-timeBangalore • IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Lean Six Sigma Black Belt methodologies, operational risk management, and complaint resolution while leading cross-functional teams to achieve measurable improvements and customer satisfaction. Proficient in data storytelling and stakeholder engagement to drive transformation initiatives and ensure compliance with regulatory standards.

Highest-signal resume keywords

Lean Six Sigma Black Belt CertificationCustomer Operations LeadershipRoot-Cause AnalysisStakeholder ManagementMicrosoft Copilot Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Risk ManagementProcess ImprovementComplaint ManagementData AnalyticsCross-Functional ResolutionPerformance ManagementAutomation ImplementationDigital TransformationCapacity ManagementQuality Control

Soft Skills

CoachingDecision-MakingCommunicationAnalytical ThinkingCollaboration

Tools & Technologies

Microsoft OfficeMicrosoft ExcelMicrosoft WordMicrosoft PowerPointAI-Enabled ToolsAutomation ToolsDigital Workflow Solutions

Certifications & Qualifications

Lean Six Sigma Black Belt

Industry Keywords

Mortgage ServicingCustomer SolutionsRegulatory ComplianceEscalation ManagementOperational Performance Metrics

About the role

Key responsibilities & impact

Lead delivery across multiple Customer Solutions Desk teams or workstreams, balancing demand, capacity, skill coverage, inventory, service levels, and operational risk
Hold Team Leaders accountable for sustained performance and customer outcomes, follow through on agreed actions and due dates, and distinguish measurable progress from activity alone
Provide oversight of complaint and escalation management, operational risk, issue management, cross-functional resolution, and remediation
Address underlying drivers of complaints and escalations rather than resolving issues only case by case
Use root-cause analysis to identify people, process, system, training, capacity, and demand drivers and implement corrective and preventive actions
Make risk-based decisions within delegated authority and escalate matters beyond assigned scope
Develop Team Leaders and Senior Specialists through coaching, skill matrices, succession planning, development pathways, and performance reviews
Build a culture of accountability, learning, inclusion, collaboration, and continuous improvement
Apply Lean Six Sigma Black Belt methods to operational reviews, root-cause analysis, improvement prioritization, solution design, benefit validation, and sustained control
Partner with Quality, Controls, Compliance, Legal, Technology, Training, and other business units to resolve systemic issues
Monitor operational performance using metrics and analytics, identify emerging risks or capacity constraints, and take timely action
Ensure customer confidentiality, regulatory, compliance, documentation, quality, and control requirements are followed
Oversee cross-team improvement charters and digital-workflow changes, including baselines, requirements, owners, risks, adoption measures, and post-launch controls
Review complaint and escalation themes, assign systemic remediation owners, and verify corrective actions address underlying causes
Own Lean, digital, AI, Microsoft Copilot, automation, and analytics initiatives through implementation with quantified and sustained benefits
Set the AI, Microsoft Copilot, and automation roadmap, including governance, responsible-use controls, information protection, and adoption plans
Use data storytelling to influence senior stakeholders, secure investment, and build support for operational or transformation priorities
Support improvement initiatives with end-to-end ownership until business results are demonstrated and sustained
Stay current on Lean, AI, digital, automation, and analytics practices and translate developments into team capabilities
Create opportunities for teams to test approved approaches, learn from results, and scale successful practices

Requirements

What you’ll need

Bachelor’s degree or equivalent graduate qualification
Minimum 10 years of experience in US mortgage servicing or comparable customer operations, including leadership across multiple teams or workstreams
Lean Six Sigma Black Belt training or certification, with demonstrated application of advanced problem-solving, process improvement, and control methods
Proven experience leading customer-facing, complaint, escalation, servicing, or case-management operations while balancing capacity, skill coverage, inventory, service levels, quality, compliance, and operational risk
Strong knowledge of complaint and escalation management, issue management, cross-functional resolution, remediation, and regulatory and control requirements
Demonstrated ability to lead root-cause analysis across people, process, system, training, capacity, and demand drivers and convert findings into corrective and preventive actions
Evidence of delivering cross-team Lean, digital, automation, analytics, or technology-enabled transformation from a validated baseline through adoption, measurable benefits, and sustained controls
Proven ability to develop Team Leaders and senior individual contributors through structured coaching, skill matrices, succession planning, performance management, and development pathways
Strong decision-making and stakeholder-management capability, including the ability to present evidence-based options, risk and control implications, and recommendations to senior leaders
Strong written, verbal, analytical, and data-storytelling skills, with the ability to influence stakeholders, secure support, and communicate complex operational insights clearly
Leadership-level proficiency in Microsoft Copilot, AI-enabled tools, automation, and analytics, including responsible-use governance, information protection, roadmap development, and adoption across teams
Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint