Mortgage Origination Team Lead

Sutherland; Mabalacat; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Sutherland is seeking a Team Manager to lead a group of mortgage professionals supporting U.S. mortgage operations. You will oversee performance, ensure compliance, and drive customer satisfaction while delivering operational excellence.

Initially onsite at Clark, Pampanga during launch, with a possible transition to a work-at-home setup as the program stabilizes, subject to client requirements and business needs.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 2 years of U.S. Mortgage experience, preferably origination.
• 2–3 years of people leadership in BPO or mortgage ops.
• Strong knowledge of mortgage origination processes & lifecycle.
• Familiar with FHA/VA/Fannie Mae/Freddie Mac; QM & Non-QM products.
• Proven experience leading performance against KPIs & SLAs.
• Excellent verbal and written communication; proficient with servicing platforms.

Responsibilities

• Lead, coach, and develop a mortgage team to meet targets.
• Drive productivity, quality, service levels, and customer satisfaction.
• Monitor performance and provide coaching and development plans.
• Manage attendance, attrition, and shrinkage for a high-performing workforce.
• Ensure compliance with client requirements and quality standards.
• Analyze data to identify improvements and implement action plans.
• Build partnerships with clients and internal stakeholders.
• Provide leadership updates and recommendations to senior management.
• Support process improvements and change initiatives.
• Foster accountability, collaboration, and customer-centricity.

Skills

People Leadership

Mortgage Origination

Performance Management

Client Relationship Management

Workforce Management

Process Improvement

Risk & Compliance Management

Data Analysis & Reporting

Customer Experience Management

Decision-Making & Problem Solving

Education

Bachelor's degree in Business Administration, Finance, Management, or related field

Tools

Encompass

Zendesk

Job description

Sutherland is seeking a Team Manager to lead a group of mortgage professionals supporting U.S. mortgage operations. You will oversee performance, ensure compliance, and drive customer satisfaction while delivering operational excellence.

Initially onsite at Clark, Pampanga during launch, with a possible transition to a work-at-home setup as the program stabilizes, subject to client requirements and business needs.