Mortgage & Fraud Ops Leader: CX, Risk & Growth

Teleperformance; Pasay; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Teleperformance is seeking an Operations Manager to lead end-to-end Mortgage Operations and Fraud Operations, ensuring quality delivery and superior customer experience across multiple channels in the Philippines.

You will drive VOC and NPS initiatives, manage a team of leaders, and balance risk controls with frictionless service while improving KPIs for mortgage care and fraud operations.

Responsibilities

• Oversee day-to-day operations for Mortgage Care (loan servicing, inquiries, escalations) and Fraud Operations (fraud inquiries, dispute resolutions, security alerts).
• Maintain strict balance between risk control (fraud mitigation, regulatory compliance) and delivering a seamless, frictionless customer experience.
• Drive SLA, Average Handling Time (AHT), First Contact Resolution (FCR), and operational efficiency across multi-channel customer touchpoints.

Job description

Teleperformance is seeking an Operations Manager to lead end-to-end Mortgage Operations and Fraud Operations, ensuring quality delivery and superior customer experience across multiple channels in the Philippines.

You will drive VOC and NPS initiatives, manage a team of leaders, and balance risk controls with frictionless service while improving KPIs for mortgage care and fraud operations.