ABOUT FSIO
FSIO is an international outsourcing services company providing high quality support to
international private sector, financial service clients. We offer both live call (in and out
bound) customer service and back-office support services. Our mission is to be the best
value for money outsourcing services company in the world.
About the Role
Own and maintain high-quality, operationally accurate policies, procedures, and business
continuity documentation for the mortgage organization. This role ensures that critical
mortgage workflows are clearly documented, Trainual content is structured and current,
and the Business Continuity Plan (BCP) is audit-ready, usable, and tested.
Key Responsibilities
- Independently write, update, and govern mortgage policies and SOPs (processing,
underwriting, closing, post-close, QC, vendor workflows). - Translate Encompass LOS (or similar) workflows into clear, step-by-step procedures
and job aids. - Serve as primary Trainual content owner: structure, standards, role-based assignments,
and ongoing maintenance. - Maintain and update Business Continuity Plan documentation, including department
playbooks, call trees, and recovery procedures. - Support BIA inputs, continuity testing efforts, and documentation of results and follow
ups. - Partner with SMEs, Compliance, IT, and Operations to validate accuracy and drive
adoption.
Required Experience & Skills
- 3+ years of policy/procedure writing in mortgage lending or financial services
- College Diploma in Business Management/Development, or related fields. Bachelors Degree will be an added advantage
- Working knowledge of Encompass LOS or similar system
- Experience maintaining content in Trainual or similar platforms
- Strong business writing and process-mapping skills
- Familiarity with Business Continuity and operational resiliency concepts
- Ability to work independently with cross-functional stakeholders
- Ability to act with integrity, proactivity, professionalism, and confidentiality
- Time management and organizational skills
- Attention to detail
Disclaimer: All candidates are required to reside within a 19 km radius of Garden City Park. During the interview process, candidates will be asked to confirm their current place of residence. Those residing outside the specified radius must be prepared to relocate immediately.