Head of Service Operations for Mortgage Servicing

Private Advertiser; Cebu City; On-site; PHP 4,000,000 - 6,400,000; Full time

Job summary

Private Advertiser in Cebu City is seeking a VP of Service Operations, a full-time on-site role to lead and optimize service operations across outsourcing engagements. You will oversee day-to-day operations for U.S.

mortgage, insurance, and banking clients, set operational KPIs, monitor performance, and drive continuous improvement initiatives. You will build and mentor leaders, standardize workflows, coordinate with technology teams to leverage tools and automation, and manage escalations with

Qualifications

• Extensive experience managing operational customer service teams in servicing operations (BPO).
• 10–15 years in progressive operations roles; 2+ years in US Mortgage/financial services a plus.
• Proven leadership of large or multi-site teams in BPO/shared services/financial services.
• Focus on customer service and satisfaction; ability to design/refine processes.
• Advanced analytics: metrics, forecasting, root-cause analysis, data-driven decisions.
• Experience with mortgage/insurance/banking clients; regulatory understanding.
• Strong leadership, coaching, and stakeholder management skills.
• Excellent communication and ability to present results to senior leaders.
• Bachelor's in business/operations/finance; advanced degree or certifications a plus.
• Willingness to work on-site in Cebu and coordinate with US time zones.

Responsibilities

• Lead Servicing process and domain knowledge across teams; manage SLA performance.
• Create, update, and approve new processes and procedures.
• Oversee day-to-day operations; implement short- and long-term strategies.
• Identify opportunities to attract growth and ramp in accounts.
• Interview and hire full-time team members with recruiters.
• Conduct monthly one-on-ones and year-end performance reviews.
• Generate insights from reports to aid executive decisions.
• Deliver positive client experiences via quality assurance practices.
• Drive higher client CSAT and explore business expansion.

Skills

Operations leadership

Customer service leadership

Performance management

Data-driven decisions

Stakeholder management

Process improvement

SLA management

Team mentoring

Education

Bachelor's degree in business/related field

Advanced degree or professional certifications

Job description

Private Advertiser in Cebu City is seeking a VP of Service Operations, a full-time on-site role to lead and optimize service operations across outsourcing engagements. You will oversee day-to-day operations for U.S.

mortgage, insurance, and banking clients, set operational KPIs, monitor performance, and drive continuous improvement initiatives. You will build and mentor leaders, standardize workflows, coordinate with technology teams to leverage tools and automation, and manage escalations with