Mortgage Operations Leader - Team & SLA Excellence

Sutherland Global; Mabalacat; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

Sutherland Global is seeking a Senior Team Manager to lead a Mortgage Communication Desk, delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.

The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services,

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations.
• Strong people management and stakeholder management skills.
• Experience managing SLA-driven operations and performance metrics.
• Proven ability to lead teams, drive results, and manage escalations.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and reporting tools.
• Mortgage industry experience highly preferred.

Responsibilities

• Manage the day-to-day operations of the Communication Desk.
• Lead, coach, and develop a team of communication specialists to achieve performance goals.
• Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels.
• Monitor communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness.
• Handle escalated concerns and drive timely resolution of complex issues.
• Collaborate with cross-functional teams to support smooth loan processing and servicing activities.
• Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Ensure compliance with company policies, client requirements, and data privacy standards.

Skills

Leadership

Stakeholder management

Communication

Problem-solving

Decision-making

Mortgage industry experience

Data-driven decisions

Education

Bachelor’s degree or equivalent work experience

Tools

Microsoft Office

Reporting tools

Job description

Sutherland Global is seeking a Senior Team Manager to lead a Mortgage Communication Desk, delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.

The ideal candidate is an experienced people leader with a strong background in mortgage, banking, financial services,