Manager, Underwriting Support at Zillow in Bengaluru

Job description

About the team As an Underwriting Support Manager within Zillow Home Loans, you’ll lead a growing India-based mortgage operations team focused on delivering accurate, timely, and scalable support across the underwriting lifecycle. The team partners with U.S. Underwriters and cross-functional mortgage operations teams to complete defined review, documentation, validation, and workflow activities. As the business evolves, the team’s scope may expand into additional underwriting-support functions that improve quality, reduce operational friction, and help loans progress efficiently. As an Underwriting Support Manager, you will lead, coach, and develop a team of Underwriting Support Specialists, ensuring consistent execution of assigned activities in accordance with established policies, procedures, quality standards, and service-level expectations. You will own people leadership, day-to-day team operations, workload and capacity management, quality oversight, performance management, and continuous improvement across assigned underwriting-support activities. You’ll design and refine workflows, implement quality controls, and use data to drive performance across quality, speed, and partner experience. You will partner closely with U.S. Underwriting leaders and other mortgage operations teams to resolve escalations, strengthen handoffs, and build scalable processes as the function grows. This role leads underwriting-support execution within defined authority and escalation paths; it does not independently assume final underwriting approval or credit-exception authority. 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 Lead, coach, and develop a high-performing team of Underwriting Support Specialists, setting clear expectations and fostering accountability, sound judgment, collaboration, and professional growth. Own daily team operations, including queue management, workload allocation, staffing coverage, and prioritization based on service levels, loan urgency, customer commitments, and business priorities. Oversee assigned loan-file reviews, documentation and data validation, and workflow activities to ensure accurate, complete, consistent, and timely execution. Monitor team performance through measures such as turnaround time, service-level adherence, productivity, backlog aging, defect rates, and rework; use insights to address gaps and improve results. Conduct regular quality reviews and calibration sessions, identify recurring defects, and implement coaching and corrective actions that improve first-pass accuracy and reduce downstream rework. Serve as the first point of escalation for support-related issues; resolve matters within assigned authority and promptly route complex, high-risk, out-of-policy, or time-sensitive scenarios to the appropriate Underwriter or functional leader. Partner with Underwriting, Processing, Closing, Quality Control, Credit Specialists, and other mortgage operations teams to resolve file-level issues, clarify responsibilities, and improve handoffs. Partner with Underwriting and Enablement leaders to support onboarding, training, and readiness assessments; reinforce consistent application of SOPs, checklists, documentation standards, and escalation paths. Conduct regular one-on-ones and performance discussions, provide actionable feedback, and support individual development and career growth. Maintain and improve team SOPs, checklists, trackers, and operating controls in partnership with process owners; ensure changes are