Home Lending Operations Manager

JPMorgan Chase & Co.; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

JPMorgan Chase & Co. in the Philippines is seeking a Home Lending Manager to lead a team of Home Lending Assistants, delivering a consistent, high-quality customer experience throughout origination.

You will set daily priorities, coach performance, handle escalations, and partner with Home Lending Advisors to drive improvements, while maintaining risk and compliance discipline. This role focuses on people leadership, process optimization, and ensuring strong end-to-end outcomes in a dynamic,

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, 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.

Responsibilities

• 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.

Skills

People management

Home lending experience

Workflow planning

Escalation handling

Coaching customers

Pipeline management

Compliance knowledge

Communication skills

Problem solving

MS Office

Education

Bachelor's degree

Tools

Windows

Microsoft Office

Job description

JPMorgan Chase & Co. in the Philippines is seeking a Home Lending Manager to lead a team of Home Lending Assistants, delivering a consistent, high-quality customer experience throughout origination.

You will set daily priorities, coach performance, handle escalations, and partner with Home Lending Advisors to drive improvements, while maintaining risk and compliance discipline. This role focuses on people leadership, process optimization, and ensuring strong end-to-end outcomes in a dynamic,