Mortgage Operations Leader — Hybrid/Remote Growth

Sutherland; Central Luzon; 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 in a hybrid model. The role focuses on driving performance, coaching talent, and ensuring compliance with mortgage guidelines.

The ideal candidate has a strong background in U.S. mortgage operations, demonstrates leadership across teams, and can deliver client-focused outcomes while building a culture of accountability and continuous improvement.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum 2 years of U.S. Mortgage experience, preferably in Mortgage Origination.
• At least 2–3 years of people leadership experience in mortgage operations, financial services, or BPO.
• Strong understanding of end-to-end mortgage origination lifecycle.
• Knowledge of FHA, VA, Fannie Mae, Freddie Mac, QM and Non-QM products.
• Proven success managing teams against KPIs, SLAs, quality, and productivity targets.
• Excellent communication and stakeholder management capabilities.

Responsibilities

• Lead, coach, mentor, and develop a team of mortgage professionals to achieve peak performance.
• Foster a high-performance culture focused on accountability, collaboration, engagement, and growth.
• Conduct regular coaching sessions, performance reviews, succession planning, and talent development initiatives.
• Drive employee engagement, retention, productivity, and attendance management.
• Manage day-to-day mortgage origination operations while ensuring efficiency, quality, and compliance.
• Drive achievement of metrics including Productivity, Quality, SLAs, Customer satisfaction, Revenue and financial targets.
• Monitor operational trends and implement action plans to improve performance.
• Identify opportunities for process optimization and operational improvements.
• Serve as a key point of contact for clients and internal stakeholders.
• Deliver operational reviews, performance insights, and strategic recommendations.
• Partner with cross-functional teams to support business growth and client success.
• Ensure adherence to mortgage regulations, client requirements, and company policies.
• Maintain operational readiness through robust quality and risk management practices.
• Proactively identify and mitigate operational risks.

Skills

Leadership

Mortgage operations

KPIs & SLAs

Analytical thinking

Communication

CRM platforms

Encompass

Zendesk

Education

Bachelor's degree or equivalent professional experience

Tools

Encompass

Zendesk

CRM solutions

Job description

Sutherland is seeking a Mortgage Operations Team Manager to lead a U.S. mortgage origination operations team in a hybrid model. The role focuses on driving performance, coaching talent, and ensuring compliance with mortgage guidelines.

The ideal candidate has a strong background in U.S. mortgage operations, demonstrates leadership across teams, and can deliver client-focused outcomes while building a culture of accountability and continuous improvement.