Manager, Mortgage Servicing

Manulife John Hancock; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Manulife John Hancock is seeking a Manager to lead the Mortgage Servicing team in the Philippines. You will oversee day-to-day service delivery for commercial mortgage loans, ensure quality and timeliness, and drive process improvements with automation initiatives.

As a senior operational leader, you will manage workforce planning, governance, and risk controls, partnering with global leads and risk partners to deliver scalable, compliant servicing across time zones.

Qualifications

• Bachelor's degree in Finance, Business Management, Business Administration, Accounting or a related field.
• At least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.
• Experience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.
• Strong understanding of end-to-end operational processes, controls, service levels, and dependencies.
• Knowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.
• Ability to identify, escalate, mitigate, and resolve operational risk and control issues.
• Proficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.
• Ability to navigate multiple applications to perform processing, investigation, and reporting.
• Ability to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.
• Strong digital fluency and ability to use technology to improve efficiency and reporting.
• Strong analytical, critical-thinking, organizational, and root-cause analysis capabilities.
• Sound financial and business judgment with the ability to resolve complex issues using data and risk considerations.
• Strong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.

Responsibilities

• Lead day-to-day service delivery for Mortgage Servicing team, ensuring agreed quality, timeliness, productivity, compliance, and service-level results.
• Direct workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement for the team.
• Build effective partnerships with Business Partners, global function leads, management, and risk partners; lead governance reviews and communicate material production issues, risks, and actions promptly.
• Monitor KPIs and operational trends, prepare management reporting, resolve critical business or system issues, and drive root-cause analysis and sustainable corrective actions.
• Maintain strong operational risk and control practices, ensure audit and compliance readiness, and reinforce process documentation, standardization, and adherence to service agreements.
• Lead transformation, automation, process improvement, and migration initiatives, including feasibility, capacity, and resource assessments to improve scalability and efficiency.
• Operational delivery against quality, timeliness, productivity, and service-level commitments.
• Workforce capacity, prioritization, employee performance, coaching, and talent development.
• Timely escalation and resolution of critical production, system, and control issues.
• Implementation of approved process improvements, standardization, and automation opportunities.
• Balancing variable workloads, resource constraints, and competing priorities while maintaining service quality and meeting critical deadlines.
• Resolving complex production, and system issues with limited business disruption and clear communication to stakeholders.
• Managing operational, financial, compliance, and reputational risks while maintaining effective controls in an audit-sensitive environment.
• Driving change, automation, and process standardization across teams and geographies while sustaining stable day-to-day operations.
• Aligning expectations and priorities among Business partners, management, and cross-functional partners operating across multiple time zones.

Skills

Mortgage Operations

Leadership

Stakeholder management

Process improvement

Risk management

Data analysis

Microsoft Excel

Education

Bachelor's degree in Finance

Bachelor's degree in Business Management

Bachelor's degree in Accounting

Tools

Microsoft Office Suite

Investment accounting systems

Job description

The Mortgage Servicing team manages commercial mortgage loans throughout the investment lifecycle. Acting as the primary liaison among borrowers, correspondents, lenders, investors, and business partners, the team ensures compliance with loan and servicing requirements and monitors collateral-related obligations. The Manager is accountable for the timely, accurate, and effective delivery of services in scope and for leading the mortgage servicing team. The role provides operational leadership, manages stakeholder relationships, strengthens risk and control practices, and develops a high-performing team. The position also supports strategic priorities through automation, process improvement, standardization, management reporting, and implementation of scalable operating practices

Position Responsibilities:

• Lead day-to-day service delivery for Mortgage Servicing team, ensuring agreed quality, timeliness, productivity, compliance, and service-level results.
• Direct workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement for the team.
• Build effective partnerships with Business Partners, global function leads, management, and risk partners; lead governance reviews and communicate material production issues, risks, and actions promptly.
• Monitor KPIs and operational trends, prepare management reporting, resolve critical business or system issues, and drive root-cause analysis and sustainable corrective actions.
• Maintain strong operational risk and control practices, ensure audit and compliance readiness, and reinforce process documentation, standardization, and adherence to service agreements.
• Lead transformation, automation, process improvement, and migration initiatives, including feasibility, capacity, and resource assessments to improve scalability and efficiency.

Individual Accountabilities

• Operational delivery against quality, timeliness, productivity, and service-level commitments.
• Workforce capacity, prioritization, employee performance, coaching, and talent development.
• Timely escalation and resolution of critical production, system, and control issues.
• Implementation of approved process improvements, standardization, and automation opportunities.
• Balancing variable workloads, resource constraints, and competing priorities while maintaining service quality and meeting critical deadlines.
• Resolving complex production, and system issues with limited business disruption and clear communication to stakeholders.
• Managing operational, financial, compliance, and reputational risks while maintaining effective controls in an audit-sensitive environment.
• Driving change, automation, and process standardization across teams and geographies while sustaining stable day-to-day operations.
• Aligning expectations and priorities among Business partners, management, and cross-functional partners operating across multiple time zones.

Key Shared Accountabilities

• Service-level standards and KPI achievement with Business partners.
• Risk, compliance, audit, and remediation outcomes with risk and control functions.
• Transformation, migration, and strategic priorities with operations leadership and business partners.
• Provides leadership and oversight for approximately >20 FTEs across Commercial Mortgage Operations and third party Genpact.Influences cost efficiency, scalability, control effectiveness, and business continuity through workforce management, automation, process improvement, and transformation initiatives.

Required Qualifications:

• Bachelor's degree in Finance, Business Management, Business Administration, Accounting or a related field.
• At least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.
• Experience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.
• Strong understanding of end-to-end operational processes, controls, service levels, and dependencies.
• Knowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.
• Ability to identify, escalaye, mitigate, and resolve operational risk and control issues.
• Proficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.
• Ability to navigate multiple applications to perform processing, investigation, and reporting.
• Ability to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.
• Strong digital fluency and ability to use technology to improve efficiency and reporting.
• Strong analytical, critical-thinking, organizational, and root-cause analysis capabilities.
• Sound financial and business judgment with the ability to resolve complex issues using data and risk considerations.
• Strong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.
• Ex