Mortgage Operations Leader: Process Excellence & Growth

Wipro; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Wipro is seeking an experienced leader to drive Mortgage Operations in a Philippines-based voice-based BPO setting. The role focuses on end-to-end mortgage processes, coaching teams, and delivering exceptional customer service.

The ideal candidate will balance hands-on experience in Loan Origination, Underwriting, and Property Lending with strong stakeholder management and a track record of improving process efficiency and compliance.

Qualifications

• Experience leading teams within Mortgage Operations.
• Hands-on experience in Loan Origination and Property Lending.
• Experience in a voice-based BPO/Contact Center environment.
• Knowledge of mortgage policies, documentation, compliance, and lending practices.

Responsibilities

• Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
• Drive performance management, coaching, mentoring, and team development initiatives.
• Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
• Monitor workflow, quality, compliance, and risk controls within mortgage operations.
• Collaborate with internal stakeholders to improve operational processes and customer experience.
• Support business transformation, process improvement, and continuous improvement initiatives.
• Track operational metrics and implement actions to achieve business goals and performance targets.

Skills

Stakeholder management

Communication

Problem solving

Team management

Job description

Wipro is seeking an experienced leader to drive Mortgage Operations in a Philippines-based voice-based BPO setting. The role focuses on end-to-end mortgage processes, coaching teams, and delivering exceptional customer service.

The ideal candidate will balance hands-on experience in Loan Origination, Underwriting, and Property Lending with strong stakeholder management and a track record of improving process efficiency and compliance.