Mortgage Origination Team Leader - Performance & Growth

Sutherland; Mabalacat; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Sutherland in Clark, Pampanga, is seeking a Team Manager to lead a team of mortgage professionals supporting U.S. mortgage operations onsite during the program launch and stabilization.

The role requires mortgage process expertise, people leadership, and a strong focus on compliance, KPIs, and client satisfaction, with potential transition to a Work-At-Home setup as operations mature.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 2 years of U.S. mortgage experience.
• 2–3 years of people leadership experience in BPO/financial services.
• Knowledge of FHA, VA, Fannie Mae, Freddie Mac; QM and Non-QM products.

Responsibilities

• Lead, coach, and develop a team of mortgage specialists to achieve and exceed operational and client performance targets.
• Drive KPIs: 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 partnerships with clients and internal stakeholders to drive operational success.
• Provide timely business updates, operational insights, and recommendations to leadership.
• Lead and support organizational initiatives, process improvements, and change management activities.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-centricity.

Skills

US Mortgage experience

People leadership

Analytical skills

Communication skills

Regulatory knowledge

Education

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

Tools

Encompass

Zendesk

Job description

Sutherland in Clark, Pampanga, is seeking a Team Manager to lead a team of mortgage professionals supporting U.S. mortgage operations onsite during the program launch and stabilization.

The role requires mortgage process expertise, people leadership, and a strong focus on compliance, KPIs, and client satisfaction, with potential transition to a Work-At-Home setup as operations mature.