Home Lending Operations Lead

JPMorganChase; Taguig; Presencial; PHP 7.682.000 - 10.243.000; Jornada completa

Descripción de la vacante

JPMorganChase in the United States is seeking a Home Lending Manager to lead the Home Lending Support team. You will guide Home Lending Assistants, prioritize work, and ensure a high-quality customer experience from application to closing.

You will collaborate with Home Lending Advisors and partners to manage the pipeline, resolve exceptions, and promote process improvements while maintaining risk and compliance discipline.

Formación

• People management experience with direct responsibility for coaching, development, and performance management.
• Experience supporting home lending and/or mortgage origination activities in a customer-facing operations environment.
• Ability to manage daily workflow planning, work allocation, and competing priorities in a fast-paced setting.
• Ability to handle escalations and resolve complex customer or employee issues with sound judgment.
• Demonstrated ability to coach phone-based customer communication and service behaviors.
• Proficiency in pipeline management and tracking milestones through the origination lifecycle.
• Knowledge of compliance expectations relevant to home lending operations and an ability to follow documented procedures.
• Strong written and verbal communication skills, including the ability to influence internal and external partners.
• Strong problem-solving and conflict resolution skills, including the ability to delegate effectively.
• Proficiency using Windows and Microsoft Office tools for documentation, analysis, and reporting.

Responsabilidades

• Lead, coach, and develop a team of Home Lending Assistants supporting the home lending origination process.
• Set daily workflow priorities, assign work, and coordinate team coverage to meet service-level commitments.
• Partner with Home Lending Advisors to support sales activity, pipeline progress, and a strong end-to-end customer experience.
• Monitor pipeline milestones from document collection through underwriting decisions, closing preparation, and funding support.
• Review and resolve exception items and complex cases, escalating appropriately and ensuring timely resolution.
• Manage performance through regular feedback, coaching, and documented goal-setting aligned to role expectations.
• Support hiring, onboarding, training, and retention efforts to build a strong and inclusive team culture.
• Communicate clearly across the team and with business partners to align on priorities, risks, and customer needs.
• Identify process gaps and implement improvements to enhance accuracy, efficiency, and customer experience.
• Oversee team participation in departmental projects and change initiatives, ensuring adoption and readiness.

Conocimientos

People management

Mortgage origination

Workflow planning

Escalation handling

Coaching

Communication

Risk/compliance

Educación

Bachelor’s degree

Herramientas

Windows

Descripción del empleo

JPMorganChase in the United States is seeking a Home Lending Manager to lead the Home Lending Support team. You will guide Home Lending Assistants, prioritize work, and ensure a high-quality customer experience from application to closing.

You will collaborate with Home Lending Advisors and partners to manage the pipeline, resolve exceptions, and promote process improvements while maintaining risk and compliance discipline.