Mortgage Operations Leader — Hybrid, People-First Growth

Sutherland; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sutherland is seeking a Mortgage Operations Team Manager to lead a U.S. mortgage origination operations team from the Philippines. The role emphasizes performance, compliance, and process improvements to deliver exceptional client outcomes.

Initially onsite in Clark, Pampanga, with a hybrid-to-work-from-home path as milestones are met. The role requires strong leadership, mortgage knowledge, and stakeholder engagement across functions.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum 2 years of U.S. Mortgage experience, preferably in Mortgage Origination.
• 2–3 years of people leadership experience in mortgage operations or related environments.
• Strong understanding of the end-to-end mortgage origination lifecycle.
• Knowledge of FHA, VA, Fannie Mae, Freddie Mac, QM and Non-QM products.
• Proven ability to manage teams against KPIs, SLAs and productivity targets.
• Excellent communication and stakeholder management capabilities.
• Experience with mortgage platforms and CRM solutions; Encompass and Zendesk preferred.

Responsibilities

• Lead, coach, mentor, and develop a team of mortgage professionals to achieve peak performance.
• Drive a high-performance culture focused on accountability, collaboration, engagement, and growth.
• Conduct coaching sessions, performance reviews, and talent development initiatives.
• Manage day-to-day mortgage origination operations, ensuring efficiency, quality, and compliance.
• Monitor critical metrics: Productivity, Quality, SLAs, Customer satisfaction, Revenue and targets.
• Provide operational reviews and strategic recommendations to clients and stakeholders.
• Identify opportunities for process optimization and risk management.

Skills

People leadership

Stakeholder management

Analytical skills

Communication

Problem solving

Change management

Data-driven decisions

Education

Bachelor's degree or equivalent

Tools

Encompass

Zendesk

CRM platforms

Job description

Sutherland is seeking a Mortgage Operations Team Manager to lead a U.S. mortgage origination operations team from the Philippines. The role emphasizes performance, compliance, and process improvements to deliver exceptional client outcomes.

Initially onsite in Clark, Pampanga, with a hybrid-to-work-from-home path as milestones are met. The role requires strong leadership, mortgage knowledge, and stakeholder engagement across functions.