Home Lending Operations Lead

JPMorgan Chase; Taguig; Sur place; PHP 1 800 000 - 3 000 000; Plein temps

Résumé du poste

JPMorgan Chase Philippines is seeking a Home Lending Manager to lead a team of Home Lending Assistants through the origination process, from application to closing, focusing on accuracy, risk controls, and delivering a high-quality customer experience.

You will set priorities, coach performance, and partner with Home Lending Advisors to drive pipeline progress and improvements while maintaining compliance and strong stakeholder collaboration.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

People management

Home lending/mortgage origination

Workflow planning

Escalations handling

Written & verbal communication

Pipeline management

Compliance knowledge

Problem solving

Delegation

Microsoft Office

Formation

Bachelor's degree

Outils

Windows

Microsoft Office

Description du poste

JPMorgan Chase Philippines is seeking a Home Lending Manager to lead a team of Home Lending Assistants through the origination process, from application to closing, focusing on accuracy, risk controls, and delivering a high-quality customer experience.

You will set priorities, coach performance, and partner with Home Lending Advisors to drive pipeline progress and improvements while maintaining compliance and strong stakeholder collaboration.