Mortgage Operations Lead: End-to-End Processing & Team Performance

Wipro; Quezon City; On-site; PHP 1,000,000 - 1,700,000; Full time

Job summary

Wipro in the Philippines seeks an experienced Mortgage Operations leader to oversee end-to-end processes including origination, underwriting, and processing within a voice-based BPO setting.

The role emphasizes driving operational efficiency, quality, productivity, and SLA adherence while coaching teams and managing customer interactions.

You will collaborate with stakeholders, drive process improvements, and ensure compliance across mortgage servicing, default, and audits.

Qualifications

• Experience leading mortgage operations teams in BPO environments.
• End-to-end mortgage processes knowledge (origination, underwriting, processing).
• Strong stakeholder management and communication skills.
• Hands-on experience in a voice-based contact center setting.
• Understanding of loan approval, underwriting, and compliance.

Responsibilities

• Oversee end-to-end mortgage processes including origination, underwriting, and processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence.
• Drive performance management, coaching, mentoring, and team development.
• Manage customer interactions within a voice-based BPO environment and ensure satisfaction.
• Monitor workflow, quality, compliance, and risk controls in mortgage operations.
• Collaborate with internal stakeholders to improve processes and customer experience.
• Support business transformation, process improvement, and continuous initiatives.
• Track operational metrics and take actions to achieve targets.
• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in Loan Origination and Property Lending.
• Proven experience managing teams in a voice-based BPO/Contact Center.
• Knowledge of loan approval, underwriting, Mortgage Servicing, and Default Servicing.
• Familiarity with Mortgage Compliance, Risk & Control Frameworks, and regulatory audits.
• Experience managing Foreclosures, Collections, and Compliance Monitoring within Mortgage services.
• People management expertise and strong communication skills.
• Ability to drive performance, productivity, and customer service outcomes.

Skills

Team management

Loan Origination

Underwriting

Mortgage Operations

Stakeholder management

Problem-solving

Communication

Performance coaching

Job description

Wipro in the Philippines seeks an experienced Mortgage Operations leader to oversee end-to-end processes including origination, underwriting, and processing within a voice-based BPO setting.

The role emphasizes driving operational efficiency, quality, productivity, and SLA adherence while coaching teams and managing customer interactions.

You will collaborate with stakeholders, drive process improvements, and ensure compliance across mortgage servicing, default, and audits.