Customer Care Team Lead | Lean Management & Refinance

Onity Mortgage Corporation – Philippine Branch; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Onity Mortgage Corporation – Philippine Branch is seeking a Customer Service Team Lead in Metro Manila. The role will manage a 13+ member team, oversee day-to-day operations, and drive productivity, adherence, and staffing efficiency.

Responsibilities include coaching, handling escalations, and analyzing performance trends to meet departmental goals. Strong refinance/sales background and Lean Management expertise are required to guide process improvements and drive results.

Qualifications

• Bachelor’s degree required.
• 3+ years experience leading a team with a track record of meeting goals.
• Detail oriented with ability to organize, prioritize and meet deadlines.
• Proficient in Microsoft Office and able to learn software applications.

Responsibilities

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Lead day to day operations to meet productivity, adherence and staffing requirements.
• Perform routine performance reviews to motivate and achieve goals.
• Handle customer escalations and complaints effectively.
• Analyze daily/weekly/monthly reporting trends for Customer Service.
• Identify process breakdowns and recommend resolutions.
• Coordinate with team members and leaders to drive key initiatives.
• Complete ad‑hoc projects as needed.
• Improve employee satisfaction and reduce attrition.
• Provide timely reports to direct reports.

Job description

Onity Mortgage Corporation – Philippine Branch is seeking a Customer Service Team Lead in Metro Manila. The role will manage a 13+ member team, oversee day-to-day operations, and drive productivity, adherence, and staffing efficiency.

Responsibilities include coaching, handling escalations, and analyzing performance trends to meet departmental goals. Strong refinance/sales background and Lean Management expertise are required to guide process improvements and drive results.