Home Lending Operations Leader

JPMorgan Chase & Co.; Taguig; On-site; PHP 950,000 - 1,700,000; Full time

Job summary

JPMorgan Chase & Co. in Manila/Metro Manila seeks a Home Lending Manager to lead a team through the origination lifecycle, coach staff, and partner with Home Lending Advisors to deliver a high-quality customer experience.

You will balance service excellence with risk discipline and drive continuous process improvements. The role requires strong communication, impactful leadership, and experience in home lending operations within a fast-paced environment.

Qualifications

• People management experience with coaching, development, and performance management.
• Experience supporting home lending/or mortgage origination activities in a customer-facing operations environment.
• Ability to manage daily workflow planning and competing priorities in a fast-paced setting.
• Ability to handle escalations and resolve complex customer or employee issues with sound judgment.
• Proven 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.
• Strong written and verbal communication skills.
• Strong problem-solving and conflict resolution skills.
• Proficiency using Windows and Microsoft Office tools.

Responsibilities

• Lead, coach, and develop a team of Home Lending Assistants supporting the 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 and pipeline progress.
• Monitor pipeline milestones from document collection through underwriting decisions, closing prep, and funding support.
• Review and resolve exception items and complex cases, escalating appropriately.
• Manage performance through regular feedback, coaching, and goal-setting.
• Support hiring, onboarding, training, and retention to build a strong, 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 and efficiency.
• Oversee team participation in departmental projects and change initiatives.

Job description

JPMorgan Chase & Co. in Manila/Metro Manila seeks a Home Lending Manager to lead a team through the origination lifecycle, coach staff, and partner with Home Lending Advisors to deliver a high-quality customer experience.

You will balance service excellence with risk discipline and drive continuous process improvements. The role requires strong communication, impactful leadership, and experience in home lending operations within a fast-paced environment.