Associate Director - Operations (BPO)

Moder Solutions Inc.; Cebu City; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Moder Philippines is seeking a Director of Operations for US Mortgage Originations to lead mortgage origination processes, drive operational excellence, and scale teams across client-centric functions in a fast-paced environment.

The role requires 10–15 years of progressive leadership in multinational settings, deep knowledge of US Mortgage origination workflows, and strong capabilities in strategy, governance, and people development.

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or related field.
• 10–15 years of progressive operations leadership experience.
• At least 2 years of experience in US Mortgage Operations.
• Director-level experience in the BPO industry.
• Strong knowledge of US Mortgage Origination processes and related operational workflows.
• Strong leadership and people development capabilities.
• Demonstrated success in leading large-scale operations with data-driven decisions.
• Experience in client relationship management and strategic planning.

Responsibilities

• Lead Mortgage Origination Analysts across multiple functions (Customer Support, Processing, Closing, Scheduling, VOE).
• Oversee day-to-day operations, service levels, quality standards, and client expectations.
• Develop and implement short-term and long-term operational strategies aligned with business objectives.
• Drive process improvements, workflow optimization, and resource planning.
• Governance, compliance, and risk mitigation with strong controls.
• Partner with senior leadership to support strategic decision-making with data insights.
• Build and coach a high-performing operations team and manage talent development.

Skills

Operations leadership

US Mortgage Operations

Director level experience

Client relationship management

Data-driven decisions

People development

Compliance knowledge

Process improvement

Education

Bachelor's degree in Business Administration, Finance, Management, or related field

Advanced degree or professional certification

Job description

JOIN MODER PHILIPPINES!

Be part of a global, tech‑forward leader powering the future of financial services.

Moder was founded in December 2020 with one mission:
To positively impact the financial health of companies using top talent, workflow best practices, and progressive technology.

We are a tech‑forward outsourcing company supporting the US mortgage, insurance, and banking industries. Whether through end‑to‑end outsourcing or specialized component‑based solutions, we partner with clients to elevate operations and deliver world‑class customer experiences.

Backed by industry experts from both client and provider sides, Moder has grown into a trusted global solutions powerhouse with teams across the US, India, LATAM, and the Philippines, proudly supporting 50+ international clients.

Awards & Accreditations

Moder continues to gain global recognition for innovation and leadership:

• HR Excellence Awards 2025

• HousingWire Insiders Award 2025

• Woman of Influence 2025

• Rising Stars Award 2025

• Mortgage Point Tech Excellence Award 2025

• HW Tech100 Award 2025

• Leadership Award for Professional Excellence 2025

• Tech Trendsetters Award 2024

Moder Philippines

Now with 3 growing sites and 1,500+ employees, located in:
Alabang, Manila
JDN Square, Mandaue City
1Nito Tower, Cebu City

Director of Operations – US Mortgage Originations

Lead. Transform. Deliver Excellence.

We are seeking an experienced and results-driven Director of Operations – US Mortgage Originations to lead and scale our mortgage operations function. This role is responsible for driving operational excellence, ensuring delivery against client commitments, building high-performing teams, and supporting business growth initiatives within the US Mortgage domain.

As a strategic Operations and People Leader, you will oversee multiple mortgage origination processes while fostering a culture of accountability, engagement, and continuous improvement.

Key Responsibilities

Operations Leadership

• Lead and manage a team of Mortgage Origination Analysts supporting multiple functions, including:

  • Customer Support Specialist

  • Processing and Processing Support

  • Closing

  • Scheduling

  • Verification of Employment (VOE)

  • Other mortgage origination-related processes

• Oversee day-to-day operations and ensure achievement of service levels, quality standards, productivity targets, and client expectations.

• Develop and implement short-term and long-term operational strategies aligned with business objectives.

• Drive operational efficiency through process improvement, workflow optimization, and effective resource planning.

• Participate in the development, review, approval, and implementation of process documentation, policies, and procedures.

• Monitor pipeline health and operational performance to ensure timely delivery of business outcomes.

Client & Business Management

• Maintain strong client relationships by delivering exceptional service and driving positive customer experiences.

• Proactively identify opportunities to improve Client Satisfaction (CSAT) and expand existing business partnerships.

• Partner with senior leadership to support strategic decision‑making through data analysis, operational insights, and performance reporting.

• Identify growth opportunities and develop scalable capabilities to support new business acquisition and expansion within existing accounts.

People Leadership

• Build, lead, coach, and develop a high‑performing operations team.

• Drive employee engagement, performance management, and career development initiatives.

• Conduct regular one‑on‑one coaching sessions, performance reviews, and talent assessments.

• Partner closely with internal and external recruitment teams to attract, interview, and hire top talent.

• Foster a culture of accountability, collaboration, and continuous learning.

Governance & Compliance

• Ensure compliance with mortgage industry regulations, client requirements, and internal policies.

• Drive risk mitigation initiatives and maintain strong operational controls.

• Establish best practices in quality management, compliance monitoring, and operational governance.

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or a related field. Advanced degree or professional certification is an advantage.

• Minimum of 10-15 years of progressive operations leadership experience in a multinational organization.

• At least 2 years of experience in US Mortgage Operations; experience in financial services is highly preferred.

• Proven experience at the Director level within the BPO industry.

• Strong knowledge of US Mortgage Origination processes and related operational workflows.

• Demonstrated success in leading large‑scale operations and managing high‑performing teams.

• Experience in client relationship management, business growth initiatives, and strategic planning.

• Strong analytical and problem‑solving skills with the ability to make data‑driven decisions.

• Excellent communication, stakeholder management, and interpersonal skills.

• Ability to thrive in a fast‑paced, high‑pressure environment while managing time‑sensitive deliverables.

Preferred Knowledge & Competencies

• US Mortgage compliance, risk management, and regulatory requirements

• Pipeline and workflow management

• Performance management and accountability across financial, SLA, productivity, and quality metrics

• Process improvement, process redesign, and change management

• Operational excellence methodologies

• Workforce planning and capacity management

• Strategic thinking and business acumen

• Strong leadership and people development capabilities

• Exceptional attention to detail and organizational skills

• Self‑motivated, proactive, and results‑oriented mindset

Why Join Us?

This is an opportunity to play a pivotal leadership role in a growing organization, influence strategic decisions, and make a significant impact on operational performance, client success, and business growth within the US Mortgage industry. If you are a transformational leader with a passion for operational excellence and people development, we invite you to apply.