Operations Manager- Mortgage

Wipro; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Wipro is seeking an experienced leader to drive Mortgage Operations in a Philippines-based voice-based BPO setting. The role focuses on end-to-end mortgage processes, coaching teams, and delivering exceptional customer service.

The ideal candidate will balance hands-on experience in Loan Origination, Underwriting, and Property Lending with strong stakeholder management and a track record of improving process efficiency and compliance.

Qualifications

• Experience leading teams within Mortgage Operations.
• Hands-on experience in Loan Origination and Property Lending.
• Experience in a voice-based BPO/Contact Center environment.
• Knowledge of mortgage policies, documentation, compliance, and lending practices.

Responsibilities

• 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.

Skills

Stakeholder management

Communication

Problem solving

Team management

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 ,US, Australian, or any other geographic mortgage market experience can also be considered.