Manager, Appraisal Review at Zillow in Bengaluru

Job description

About the team The Appraisal Review team performs structured review of residential appraisal reports to help protect collateral quality, support underwriting decisions, and keep loans moving efficiently. The team partners with the Appraisal Desk, Processing, Underwriting, and external appraisal partners across Conventional, FHA, and other applicable loan workflows. Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow’s mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India. About the role As Manager, Appraisal Review, you will lead a team of Appraisal Review Specialists responsible for timely, consistent, and well-documented appraisal reviews. You will set the operating rhythm for queue prioritization, quality controls, escalations, and specialist development while ensuring the team operates within its defined authority and supports sound collateral-risk decisions. What You’ll Do Lead, coach, and develop Appraisal Review Specialists; establish expectations for appraisal-review quality, clarity of conditions, turnaround time, and professional judgment. Own daily queue management, workload balancing, coverage planning, and prioritization against closing dates and service-level commitments. Oversee structured appraisal-review workflows in Encompass, Reggora, and applicable Appraisal Desk tools; ensure reviews, conditions, and statuses are complete and accurately documented. Monitor performance across quality, volume, aging, SLA adherence, rework, and escalation metrics; use trends to improve individual and team performance. Provide guidance on complex appraisal issues, including property characteristics, comparable selection, market conditions, value support, revision requests, desk reviews, final inspections, and ROVs. Ensure appropriate routing and escalation to Underwriting for matters outside specialist authority, including required FHA second-level sign-off and material collateral-risk concerns. Partner with the Appraisal Desk, Processing, Underwriting, Quality Control, and external partners to resolve appraisal issues and prevent closing delays. Run calibration, quality-review, coaching, and training routines; maintain current SOPs, checklists, job aids, and escalation guidance. Drive root-cause analysis of recurring defects, revision themes, and workflow bottlenecks; implement process or system enhancements to improve quality and efficiency. Ensure compliance with ZHL policies, agency and investor guidance, appraisal-independence requirements, and borrower-data privacy standards. This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. Who you are 5+ years of U.S. residential mortgage appraisal review, collateral underwriting, appraisal quality control, appraisal desk, or related mortgage-operations experience, including 3+ years of people leadership experience. Strong command of residential appraisal concepts, property types, market analysis, comparable selection, adjustments, reconciliation of value, and appraisal-report quality standards. Experience interpreting and applying Conventional and FHA collateral requirements; familiarity with VA, Jumbo, desk-review, appraisal-transfer, and ROV workflows is preferred. Demonstrated success