Mortgage Servicing Manager — Operational Excellence & Automation

Manulife John Hancock; Quezon City; Presencial; PHP 900 000 - 1 300 000; Tempo integral

Resumo da oferta

Manulife John Hancock is seeking a Manager to lead the Mortgage Servicing team in the Philippines. You will oversee day-to-day service delivery for commercial mortgage loans, ensure quality and timeliness, and drive process improvements with automation initiatives.

As a senior operational leader, you will manage workforce planning, governance, and risk controls, partnering with global leads and risk partners to deliver scalable, compliant servicing across time zones.

Qualificações

• 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, escalate, 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.

Responsabilidades

• 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.
• Operational delivery against quality, timeliness, productivity, and service-level commitments.
• Workforce capacity, prioritization, employee performance, coaching, and talent development.
• Timely escalation and resolution of critical production, system, and control issues.
• Implementation of approved process improvements, standardization, and automation opportunities.
• Balancing variable workloads, resource constraints, and competing priorities while maintaining service quality and meeting critical deadlines.
• Resolving complex production, and system issues with limited business disruption and clear communication to stakeholders.
• Managing operational, financial, compliance, and reputational risks while maintaining effective controls in an audit-sensitive environment.
• Driving change, automation, and process standardization across teams and geographies while sustaining stable day-to-day operations.
• Aligning expectations and priorities among Business partners, management, and cross-functional partners operating across multiple time zones.

Conhecimentos

Mortgage Operations

Leadership

Stakeholder management

Process improvement

Risk management

Data analysis

Microsoft Excel

Formação académica

Bachelor's degree in Finance

Bachelor's degree in Business Management

Bachelor's degree in Accounting

Ferramentas

Microsoft Office Suite

Investment accounting systems

Descrição da oferta de emprego

Manulife John Hancock is seeking a Manager to lead the Mortgage Servicing team in the Philippines. You will oversee day-to-day service delivery for commercial mortgage loans, ensure quality and timeliness, and drive process improvements with automation initiatives.

As a senior operational leader, you will manage workforce planning, governance, and risk controls, partnering with global leads and risk partners to deliver scalable, compliant servicing across time zones.