Senior Mortgage Operations Team Lead

Sutherland; Mabalacat; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sutherland is seeking a Senior Team Manager to lead the Mortgage Communication Desk, driving timely, accurate, and professional support across the loan lifecycle. You will serve as the operational lead for communication activities, ensuring excellent customer experience, strong stakeholder engagement, and SLA achievement.

The ideal candidate is an experienced people leader with a background in mortgage, banking, financial services, or BPO operations and a passion for performance and operational

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations.
• Strong people management and stakeholder management skills.
• Experience managing SLA-driven operations and performance metrics.
• Mortgage industry experience is highly preferred.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and reporting tools.

Responsibilities

• Manage the day-to-day operations of the Communication Desk.
• Lead, coach, and develop a team of communication specialists to achieve performance goals.
• Ensure all customer and stakeholder inquiries are addressed accurately and within established service levels.
• Monitor communication channels to maintain service quality and responsiveness.
• Handle escalated concerns and drive timely resolution of complex issues.
• Collaborate with cross-functional teams to support smooth loan processing and servicing activities.
• Track and analyze operational metrics, including productivity, quality, SLA performance, and backlog management.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Ensure compliance with company policies, client requirements, and data privacy standards.

Skills

People management

Stakeholder management

SLA management

Communication skills

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Sutherland is seeking a Senior Team Manager to lead the Mortgage Communication Desk, driving timely, accurate, and professional support across the loan lifecycle. You will serve as the operational lead for communication activities, ensuring excellent customer experience, strong stakeholder engagement, and SLA achievement.

The ideal candidate is an experienced people leader with a background in mortgage, banking, financial services, or BPO operations and a passion for performance and operational