Operations Manager – Consumer Banking Care (Mortgage & Fraud)

Teleperformance; Pasay; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Teleperformance is seeking an Operations Manager to lead end-to-end Mortgage Operations and Fraud Operations, ensuring quality delivery and superior customer experience across multiple channels in the Philippines.

You will drive VOC and NPS initiatives, manage a team of leaders, and balance risk controls with frictionless service while improving KPIs for mortgage care and fraud operations.

Responsibilities

• Oversee day-to-day operations for Mortgage Care (loan servicing, inquiries, escalations) and Fraud Operations (fraud inquiries, dispute resolutions, security alerts).
• Maintain strict balance between risk control (fraud mitigation, regulatory compliance) and delivering a seamless, frictionless customer experience.
• Drive SLA, Average Handling Time (AHT), First Contact Resolution (FCR), and operational efficiency across multi-channel customer touchpoints.

Job description

The Operations Manager is responsible for leading end-to-end operational execution, quality delivery, and customer experience across Consumer Banking Care, specializing in Mortgage Operations and Fraud Operations. This role bridges operational efficiency, risk mitigation, and customer satisfaction by continuously analyzing Voice of the Customer (VOC), driving Net Promoter Score (NPS) improvements, and optimizing key operational KPIs.

Key Responsibilities

Operational Leadership & Governance

• Oversee day-to-day operations for Mortgage Care (loan servicing, inquiries, escalations) and Fraud Operations (fraud inquiries, dispute resolutions, security alerts).

• Maintain strict balance between risk control (fraud mitigation, regulatory compliance) and delivering a seamless, frictionless customer experience.

• Drive SLA, Average Handling Time (AHT), First Contact Resolution (FCR), and operational efficiency across multi-channel customer touchpoints.

Customer Experience (CX) & VOC / NPS Ownership

• Act as the strategic owner for VOC, NPS, CSAT, and FCR performance within the assigned Mortgage and Fraud units.

• Analyze customer feedback, survey comments, and root-cause drivers behind detractors to formulate target action plans.

• Partner with Quality Assurance (QA) to align coaching, scripting, and process standards with positive customer sentiment goals.

• Reduce customer friction caused by fraud blocks, loan processing delays, or verification protocols without compromising bank security standards.

People Management & Talent Development

• Lead, mentor, and build a high-performing team of Team Leaders/Supervisors and specialists.

• Conduct regular performance reviews, one-on-one coaching, and succession planning.

• Foster a culture of customer empathy, accountability, and continuous improvement.

Compliance, Risk & Process Improvement

• Ensure strict adherence to consumer banking, mortgage lending, and fraud compliance standards (e.g., CFPB regulations, AML, KYC, and internal banking mandates).

• Lead cross-functional root-cause analysis (RCA) to eliminate recurring operational bottlenecks and customer pain points.