Mortgage Operations Team Manager | U.S. Mortgage Origination | Hybrid-to-WAH | Clark

Sutherland; Central Luzon; Hybride; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Mortgage operations

KPIs & SLAs

Analytical thinking

Communication

CRM platforms

Encompass

Zendesk

Formation

Bachelor's degree or equivalent professional experience

Outils

Encompass

Zendesk

CRM solutions

Description du poste

As a Mortgage Operations Team Manager, you will lead a team of mortgage professionals supporting U.S. mortgage origination operations. You will be responsible for driving performance, ensuring compliance, improving operational efficiency, and delivering exceptional client outcomes.

This role is ideal for a results-driven leader with a strong background in U.S. mortgage operations and a proven ability to develop teams, exceed client expectations, and build a culture of accountability and continuous improvement.

What You’ll Do

Leadership & People Development

• 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.

Operational Excellence

• Manage day-to-day mortgage origination operations while ensuring efficiency, quality, and compliance.
• Drive achievement of critical business 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.

Client & Stakeholder Management

• 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.

Compliance & Risk Management

• 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.

What We’re Looking For

Required Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum 2 years of U.S. Mortgage experience, preferably within Mortgage Origination.
• At least 2-3 years of people leadership experience in mortgage operations, financial services, shared services, or BPO environments.
• Strong understanding of the end-to-end mortgage origination lifecycle.
• Knowledge of mortgage products and guidelines including: FHA, VA, Fannie Mae, Freddie Mac, QM and Non-QM products
• Demonstrated success managing teams against KPIs, SLAs, quality, and productivity targets.
• Strong analytical, decision-making, and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Proficiency with mortgage platforms and CRM solutions.
• Experience using Encompass and Zendesk is highly preferred.

Preferred Qualifications

• Experience leading teams supporting U.S. mortgage origination or lending operations.
• Proven client-facing experience in a BPO, banking, or mortgage services environment.
• Strong background in process improvement and operational transformation.
• Lean Six Sigma or other continuous improvement certifications are a plus.
• Experience supporting program launches, transitions, or business expansions.

What Makes You Successful

• Inspiring people leader
• Strong business acumen
• Customer-focused approach
• Ability to thrive in a fast-paced environment
• Passion for coaching and developing future leaders

Work Arrangement

Hybrid-to-Work-from-Home Opportunity

• Initially based onsite in Clark, Pampanga during program launch and stabilization.
• Upon achievement of operational and business milestones, employees may become eligible for a Work-from-Home arrangement, subject to client and business requirements.
• Provides an excellent opportunity to enjoy the collaboration and support of an onsite launch environment with the long-term flexibility of remote work.

Why You’ll Love Working Here

• Opportunity to lead a growing U.S. Mortgage program
• Career growth within a global organization
• Exposure to industry-leading clients and technologies
• Collaborative and people-first culture
• Hybrid-to-Work-from-Home opportunity
• Continuous learning and leadership development