Operations Manager- Mortgage

Wipro; Quezon City; On-site; PHP 1,000,000 - 1,700,000; Full time

Job summary

Wipro in the Philippines seeks an experienced Mortgage Operations leader to oversee end-to-end processes including origination, underwriting, and processing within a voice-based BPO setting.

The role emphasizes driving operational efficiency, quality, productivity, and SLA adherence while coaching teams and managing customer interactions.

You will collaborate with stakeholders, drive process improvements, and ensure compliance across mortgage servicing, default, and audits.

Qualifications

• Experience leading mortgage operations teams in BPO environments.
• End-to-end mortgage processes knowledge (origination, underwriting, processing).
• Strong stakeholder management and communication skills.
• Hands-on experience in a voice-based contact center setting.
• Understanding of loan approval, underwriting, and compliance.

Responsibilities

• Oversee end-to-end mortgage processes including origination, underwriting, and processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence.
• Drive performance management, coaching, mentoring, and team development.
• Manage customer interactions within a voice-based BPO environment and ensure satisfaction.
• Monitor workflow, quality, compliance, and risk controls in mortgage operations.
• Collaborate with internal stakeholders to improve processes and customer experience.
• Support business transformation, process improvement, and continuous initiatives.
• Track operational metrics and take actions to achieve targets.
• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in Loan Origination and Property Lending.
• Proven experience managing teams in a voice-based BPO/Contact Center.
• Knowledge of loan approval, underwriting, Mortgage Servicing, and Default Servicing.
• Familiarity with Mortgage Compliance, Risk & Control Frameworks, and regulatory audits.
• Experience managing Foreclosures, Collections, and Compliance Monitoring within Mortgage services.
• People management expertise and strong communication skills.
• Ability to drive performance, productivity, and customer service outcomes.

Skills

Team management

Loan Origination

Underwriting

Mortgage Operations

Stakeholder management

Problem-solving

Communication

Performance coaching

Job description

• Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing.
• Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
• Drive performance management, coaching, mentoring, and team development initiatives.
• Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
• Monitor workflow, quality, compliance, and risk controls within mortgage operations.
• Collaborate with internal stakeholders to improve operational processes and customer experience.
• Support business transformation, process improvement, and continuous improvement initiatives.
• Track operational metrics and implement actions to achieve business goals and performance targets.
• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in:
• Loan Origination
• Property Lending
• Proven experience managing teams in a voice-based BPO/Contact Center environment.
• Strong understanding of the loan approval and underwriting process.
• Strong knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation processes.
• Working knowledge of FDCPA, Debt Validation requirements, Mortgage Compliance, Risk & Control Frameworks, and Regulatory Audits.
• Experience managing operations involving Judicial/Non-Judicial Foreclosures, Collections, Consumer Complaints, and Compliance Monitoring within Mortgage Services.
• People management experience handling teams.
• Knowledge of mortgage policies, documentation, compliance, and lending practices.
• Excellent stakeholder management, communication, and problem-solving skills.
• Ability to drive operational performance, productivity, and customer service outcomes.

Good to have Hiring Skills

• Business Excellence
• Process Excellence
• Lean Six Sigma methodologies
• Operational Transformation projects
• Quality Management and Process Optimization
• Change Management and Productivity Improvement initiatives

Geographic Market Experience Preference

• UK Mortgage Market (Preferred)
• US, Australian, or any other geographic mortgage market experience can also be considered.