Mortgage Servicing Operations Lead

Manulife; Quezon City; Hybrid; PHP 1.200.000 - 2.400.000; Vollzeit

Zusammenfassung

Manulife Philippines is seeking an experienced Mortgage Servicing Manager to lead the team delivering end-to-end commercial mortgage servicing across the investment lifecycle. You will partner with borrowers, correspondents, lenders, and risk partners to ensure compliance, risk controls, and timely delivery.

You will drive workforce planning, coaching, and succession planning, while enabling automation, process standardization, and scalable operating practices to support strategic priorities.

Qualifikationen

• 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.

Aufgaben

• 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.
• Service-level standards and KPI achievement with Business partners.
• Risk, compliance, audit, and remediation outcomes with risk and control functions.
• Transformation, migration, and strategic priorities with operations leadership and business partners.
• Provides leadership and oversight for approximately >20 FTEs across Commercial Mortgage Operations and third party Genpact.Influences cost efficiency, scalability, control effectiveness, and business continuity through workforce management, automation, process improvement, and transformation initiatives.

Kenntnisse

Mortgage Operations

People Leadership

Process Improvement

Excel

Risk Management

Stakeholder Management

Automation

Power Platform

Ausbildung

Bachelor's degree in Finance/Business Administration

Tools

Excel (Advanced)

Investment/Accounting systems

Jobbeschreibung

Manulife Philippines is seeking an experienced Mortgage Servicing Manager to lead the team delivering end-to-end commercial mortgage servicing across the investment lifecycle. You will partner with borrowers, correspondents, lenders, and risk partners to ensure compliance, risk controls, and timely delivery.

You will drive workforce planning, coaching, and succession planning, while enabling automation, process standardization, and scalable operating practices to support strategic priorities.