Manager, Mortgage Loan Closing at Zillow in Bengaluru

Job description

About the team The Closing team prepares and finalizes compliant mortgage closing packages, coordinates with internal and external partners, and helps borrowers close on time. The team is responsible for accurate closing disclosures, loan documentation, system records, and timely resolution of closing conditions. 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, Mortgage Loan Closing, you will lead a team of Mortgage Loan Closers and Senior Mortgage Loan Closers. You will own operational performance across quality, speed, compliance, and customer outcomes while building a high-performing team that delivers accurate, on-time closings. You will partner closely with Processing, Underwriting, Funding, Title, Loan Originators, and settlement agents to reduce friction and protect loan salability. What You’ll Do Lead, coach, and develop a team of Closers; set clear expectations, provide regular feedback, and build technical closing capability. Manage daily closing operations, including queue assignment, capacity planning, workflow prioritization, escalations, and service-level performance. Oversee the preparation and review of closing packages, closing disclosures, loan terms, fees, and system data to ensure accuracy and compliance before funding. Monitor quality, production, aging, pull-through, turn-time, rework, and defect metrics; use data to identify trends and drive performance improvement. Provide guidance on complex closing scenarios, disclosure requirements, document exceptions, fee variances, and timeline risks; escalate material issues appropriately. Partner with Underwriting, Processing, Funding, Title, Loan Originators, settlement agents, and compliance teams to resolve issues and keep loans on track for closing. Ensure consistent adherence to federal, state, agency, investor, and ZHL requirements, including Closing Disclosure accuracy and approved controls. Own onboarding, training, quality calibration, and policy/process communications for the Closing team. Drive continuous improvement through workflow redesign, SOPs, job aids, and Encompass or related-system enhancements. Maintain productive relationships with title companies and settlement partners; address recurring service and documentation issues. 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 What You Bring 7+ years of residential mortgage closing, settlement, funding, or related mortgage-operations experience, including 2+ years of people leadership or team-lead experience and 5+ sole Experience in end to end closing domain. Strong knowledge of closing disclosures, closing documents, loan terms, federal and state closing requirements, and Conventional, FHA, VA, and other applicable loan programs. Demonstrated experience managing quality, production, and turnaround-time metrics in a high-volume mortgage environment. Experience with Encompass or a comparable loan origination system; knowledge of closing compliance and document-management tools preferred. Proven ability to solve complex operational issues, make sound judgments, and communicate clear direction to divers