Mortgage Origination Team Lead — Hybrid/Remote Growth

Sutherland Company; Mabalacat; On-site; PHP 1,004,000 - 1,786,000; Full time

Job summary

Sutherland Company in Clark, Pampanga is seeking a Team Manager to lead a team of mortgage professionals supporting U.S. mortgage operations. You will coach, monitor performance, ensure compliance, and drive client outcomes in a fast-paced BPO setting.

The role requires 2+ years of U.S. mortgage experience and 2–3 years of people leadership, with onsite work during launch and potential move to WAH based on business needs.

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, or equivalent work experience.
• Minimum of 2 years of U.S. Mortgage experience, preferably within mortgage origination.
• At least 2-3 years of people leadership experience in a BPO, shared services, financial services, or mortgage operations environment.
• Strong knowledge of mortgage loan origination processes and life cycle management.
• Proficiency in mortgage servicing platforms; experience with Encompass and Zendesk is highly preferred.

Responsibilities

• Lead, coach, and develop a team of mortgage specialists to achieve and exceed performance targets.
• Drive key business metrics, including productivity, quality, service levels, customer satisfaction, and financial goals.
• Monitor team performance and provide regular coaching, feedback, and development plans.
• Manage employee engagement, attendance, attrition, and shrinkage to maintain a high-performing workforce.
• Ensure compliance with client requirements, regulatory guidelines, company policies, and quality standards.
• Analyze operational data and performance trends to identify improvement opportunities and implement action plans.
• Build strong partnerships with clients and internal stakeholders to drive operational success.
• Provide timely business updates, operational insights, and recommendations to leadership.

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 Company in Clark, Pampanga is seeking a Team Manager to lead a team of mortgage professionals supporting U.S. mortgage operations. You will coach, monitor performance, ensure compliance, and drive client outcomes in a fast-paced BPO setting.

The role requires 2+ years of U.S. mortgage experience and 2–3 years of people leadership, with onsite work during launch and potential move to WAH based on business needs.