Mortgage Servicing Lead — Operations, Automation & Risk

Manulife

Quezon City

Hybrid

PHP 1,200,000 - 1,800,000

Full time

46 hours ago

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Job summary

Manulife Mortgage Servicing team in the Philippines leads day-to-day service delivery for commercial mortgage loans, ensuring quality, timeliness and compliance across the investment lifecycle. You will partner with global function leads, drive risk management, and guide transformation, automation and standardization to scale operations.

This role requires at least five years in mortgage operations, strong data analysis, and people leadership to build a high-performing team.

Qualifications

Bachelor's degree in Finance, Business Management, Business Administration, Accounting or a related field.
At least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.
Experience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.
Strong understanding of end-to-end operational processes, controls, service levels, and dependencies.
Knowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.
Ability to identify, elevate, mitigate, and resolve operational risk and control issues.
Proficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.
Ability to navigate multiple applications to perform processing, investigation, and reporting.
Ability to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.
Strong digital fluency and ability to use technology to improve efficiency and reporting.
Strong analytical, critical-thinking, organizational, and root-cause analysis capabilities.
Sound financial and business judgment with the ability to resolve complex issues using data and risk considerations.
Strong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.
Experience managing service issues, escalations, and stakeholder expectations across functions, geographies, and seniority levels.
At least three years of people leadership experience, with demonstrated accountability for coaching, performance management, workforce planning, and talent development.
Strong ownership, execution focus, adaptability, resilience, customer orientation, and ability to manage competing priorities.
Experience leading process migrations, transformation programs, projects, or cross-functional workstreams.

Responsibilities

Lead day-to-day service delivery for Mortgage Servicing team, ensuring agreed quality, timeliness, productivity, compliance, and service-level results.
Direct workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement for the team.
Build effective partnerships with Business Partners, global function leads, management, and risk partners; lead governance reviews and communicate material production issues, risks, and actions promptly.
Monitor KPIs and operational trends, prepare management reporting, resolve critical business or system issues, and drive root-cause analysis and sustainable corrective actions.
Maintain strong operational risk and control practices, ensure audit and compliance readiness, and reinforce process documentation, standardization, and adherence to service agreements.
Lead transformation, automation, process improvement, and migration initiatives, including feasibility, capacity, and resource assessments to improve scalability and efficiency.