Operations Manager (Mortgage) - Manila

Wipro; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Wipro in Quezon City is seeking an experienced Operations Manager (Mortgage) to lead end-to-end mortgage processes, including origination, underwriting, and processing. The role focuses on delivering high service levels within a voice-based BPO environment and guiding a senior team toward operational excellence.

The ideal candidate has 8–12 years in Mortgage Operations with strong process improvement, risk controls, and stakeholder management.

Qualifications

• Minimum experience managing teams within Mortgage Operations.
• Strong hands-on experience in Mortgage Underwriting, Loan Origination, Residential/Property/Commercial Lending.
• Proven experience managing teams in a voice-based BPO/Contact Center environment.
• Strong understanding of the loan approval and underwriting process.
• Knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation.
• Familiarity with FDCPA, Debt Validation, Mortgage Compliance and regulatory audits.
• Experience handling operations with Foreclosures, Collections, Consumer Complaints and Compliance Monitoring.

Responsibilities

• Oversee end-to-end mortgage processes including Loan Origination, Underwriting, and Loan 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 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

Mortgage Ops

Mortgage Underwriting

Loan Origination

Residential Lending

Property Lending

Commercial Lending

Voice-based BPO

Team Management

Regulatory Compliance

Stakeholder Management

Job description

Job Title: Operations Manager (Mortagage)- Quezon City

Note: Candidates having experience in voice process, team management, underwriting experience will be qualified for this role

Job description:

Job Description

Job Title: Operations Manager (Mortagage)- Quezon City

Note: Candidates having experience in voice process, team management, underwriting experience will be qualified for this role

Experience 10-12 Years of overall BPO operations experience.

Experience Breakup Minimum 6-7 years of experience in Banking Operations, with a strong focus on Mortgage processes.

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.

Essential Hiring Skills

• Minimum experience managing teams within Mortgage Operations.
• Strong hands‑on experience in:
  • Mortgage Underwriting
  • Loan Origination
  • Residential Lending
  • Property Lending
  • Commercial 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
• Continuous Improvement initiatives
• 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.

Mandatory Skills: Mortgage(Originations).

Experience: 8-10 Years.

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.