Assistant Manager - Operations (Spanish Bilingual) | Onsite

ESOL IT SERVICES INC.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ESOL IT SERVICES INC. in Quezon City is seeking an experienced Spanish Bilingual Assistant Manager – Operations to lead a team of English- and Spanish-speaking associates in a fast-paced BPO environment, focusing on mortgage products, home loan servicing, and collection efforts.

The ideal candidate is a proven people leader with strong communication skills in English and Spanish, 3+ years supervisory experience in BPO, and ability to align operations with client policies, regulations, and

Qualifications

• 3+ years experience as a Spanish Bilingual Supervisor in the BPO industry.
• 3+ years customer service experience.
• Mortgage or financial services experience is an advantage.
• Bilingual English/Spanish communication (verbal and written).
• Proven experience in people management, coaching, and performance management.
• Experience engaging with clients, stakeholders, and customers professionally.
• Strong problem-solving, decision-making, and organizational skills.
• Willing to work US shift schedules.
• Willing to work onsite in Quezon City.

Responsibilities

• Lead, coach, and manage a team of Spanish and English bilingual associates to meet operational, productivity, quality, and customer service goals.
• Oversee customer engagement activities related to mortgage products, servicing, and collection efforts.
• Ensure team activities comply with client policies, regulations, and investor requirements.
• Collaborate with stakeholders to identify process gaps, recommend improvements, and implement solutions.
• Monitor team performance and drive productivity, customer experience, and operational efficiency.

Skills

Spanish/English bilingual

People management

Communication skills

Problem solving

Job description

About the Role

We are looking for an experienced Spanish Bilingual Assistant Manager – Operations to lead and support a team of English- and Spanish-speaking associates within a fast-paced customer service environment.

In this role, you will oversee customer engagement activities related to mortgage products, home loan servicing, and collection efforts, while ensuring that operations remain compliant with client requirements, federal regulations, and investor guidelines.

The ideal candidate is a strong people leader with proven BPO supervisory experience, excellent communication skills, and the ability to engage effectively with both customers and internal stakeholders. Financial services or mortgage experience is an advantage but not required.

Key Responsibilities

• Lead, coach, and manage a team of Spanish and English bilingual associates to achieve operational, productivity, quality, and customer service goals.

• Oversee customer engagement activities related to mortgage products, servicing, and collection efforts.

• Maintain consistent engagement with assigned customer pipelines to support customer retention and successful resolution of account concerns.

• Ensure team activities comply with applicable client policies, federal regulations, and investor requirements.

• Serve as an internal and external subject matter resource for mortgage-related products, services, and processes.

• Monitor team performance and identify opportunities to improve productivity, customer experience, and operational efficiency.

• Work closely with support functions to strengthen product and process training based on operational needs.

• Collaborate with stakeholders to identify process gaps, recommend solutions, and implement improvements.

• Participate in stakeholder meetings and provide operational insights, performance updates, and recommendations.

• Support the development and implementation of initiatives that improve business processes and overall service delivery.

• Ensure seamless day-to-day operations by effectively coordinating with internal teams and addressing operational concerns.

• Maintain a customer-focused and compliance-driven approach across all activities.
  

Qualifications

• At least 3 years of experience as a Spanish Bilingual Supervisor within the BPO industry.

• Minimum 3 years of customer service experience.

• Previous financial services or mortgage experience is an advantage, but not required.

• Strong verbal and written communication skills in English and Spanish.

• Proven experience in people management, coaching, and performance management.

• Experience engaging with clients, stakeholders, and customers in a professional environment.

• Strong problem-solving, decision-making, and organizational skills.

• Ability to analyze operational challenges and recommend practical improvements.

• Willing to work US shift schedules.

• Willing to work onsite in Quezon City.