Remote Senior Loan Operations Leader – Scale & Optimize

PLP Group; Philippines; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Esusu is seeking a Loan Operations Manager in the Philippines to lead the team across origination support, underwriting, disbursements, servicing, disputes, and reporting coordination. You will drive day-to-day execution, quality, and scalability, aligning with product rules and risk controls.

You will manage a high-caliber team, champion process improvements, and ensure robust controls while navigating a fast-changing fintech landscape to deliver reliable loan services.

Qualifications

• 5+ years of experience in loan operations, underwriting operations, servicing, fintech operations, or related financial operations.
• 5+ years of people management experience, ideally leading multi-layered or mixed-skill operational teams in a remote working environment.
• Strong command of loan lifecycle operations, including verification, underwriting support, disbursements, repayments, servicing, disputes, exceptions, and operational QA.
• Hands-on experience navigating Loan Origination Software (LOS), Loan Management Systems (LMS), or similar core servicing and payment platforms.
• Demonstrated experience leading high-volume, detail-sensitive workflows with clear service-level expectations.
• Proven ability to manage escalations and reconstruct complex issues across multiple systems of record.
• Experience building, improving, or scaling SOP-driven operations in a changing environment.
• Strong analytical and operational judgment; able to balance speed, quality, customer impact, and risk.
• Excellent written and verbal English communication skills.
• Strong people leadership skills, including coaching, performance management, and change leadership.

Responsibilities

• Lead the Loan Operations team across Loan Specialists, Loan Underwriters, Team Leads, and support functions.
• Set priorities across queues, manage staffing, and sequence work by volume, complexity, risk, and SLAs.
• Monitor backlog, aging cases, bottlenecks, turnaround times, and coverage risks; intervene to keep delivery on track.
• Run team rhythms (huddles, queue reviews, escalations, performance check-ins) tied to measurable outcomes.
• Ensure cross-coverage and continuity planning to maintain quality and SLA performance.
• Own operational execution across loan and payment-related products and workflows.
• Maintain readiness across the full loan lifecycle including onboarding, verification, underwriting, disbursement, servicing, and disputes.
• Serve as senior operational decision-maker for complex workflow questions and exceptions.
• Act as first-line escalation point for issues; escalate high-risk cross-system issues with analysis and recommendations.
• Oversee investigations into disbursement issues, repayment problems, bank verification failures, disputes, and operational breakdowns.
• Identify root causes and translate learnings into SOPs, training, or tooling improvements.
• Directly manage team members and lead with accountability and support.
• Coach managers and staff on judgment, prioritization, and operational rigor; set expectations.
• Support hiring, onboarding, performance management, and career development.
• Maintain a strong control environment with data integrity and audit readiness.
• Own and interpret key metrics; turn data into operational insights and improvement plans.
• Drive process optimization and automation using Snowflake, PowerBI, and AI tools.
• Represent Loan Operations in cross-functional discussions; translate changes into requirements and training.
• Ensure clear ownership boundaries and effective coordination between front-office and back-office teams.

Skills

People leadership

Loan operations

Operational excellence

English communication

Analytical thinking

Tools

LOS

LMS

Jira

Zendesk

Snowflake

PowerBI

AI tools

Job description

Esusu is seeking a Loan Operations Manager in the Philippines to lead the team across origination support, underwriting, disbursements, servicing, disputes, and reporting coordination. You will drive day-to-day execution, quality, and scalability, aligning with product rules and risk controls.

You will manage a high-caliber team, champion process improvements, and ensure robust controls while navigating a fast-changing fintech landscape to deliver reliable loan services.