Mortgage Operations Leader – Underwriting & Voice Ops

Wipro; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Wipro in Quezon City is seeking an experienced Operations Manager (Mortgage) to lead end-to-end mortgage processes, including origination, underwriting, and processing. The role focuses on delivering high service levels within a voice-based BPO environment and guiding a senior team toward operational excellence.

The ideal candidate has 8–12 years in Mortgage Operations with strong process improvement, risk controls, and stakeholder management.

Qualifications

• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in Mortgage Underwriting, Loan Origination, Residential/Property/Commercial Lending.
• Proven experience managing teams in a voice-based BPO/Contact Center environment.
• Strong understanding of the loan approval and underwriting process.
• Knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation.
• Familiarity with FDCPA, Debt Validation, Mortgage Compliance and regulatory audits.
• Experience handling operations with Foreclosures, Collections, Consumer Complaints and Compliance Monitoring.

Responsibilities

• Oversee end-to-end mortgage processes including Loan Origination, Underwriting, and Loan 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 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

Mortgage Ops

Mortgage Underwriting

Loan Origination

Residential Lending

Property Lending

Commercial Lending

Voice-based BPO

Team Management

Regulatory Compliance

Stakeholder Management

Job description

Wipro in Quezon City is seeking an experienced Operations Manager (Mortgage) to lead end-to-end mortgage processes, including origination, underwriting, and processing. The role focuses on delivering high service levels within a voice-based BPO environment and guiding a senior team toward operational excellence.

The ideal candidate has 8–12 years in Mortgage Operations with strong process improvement, risk controls, and stakeholder management.