Senior Mortgage Servicing Leader – Automation & Process

Manulife; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Manulife Financial Corporation is seeking a Manager to lead the Mortgage Servicing team, delivering timely, accurate service across commercial mortgage loans. You will drive governance, risk controls, and stakeholder communications while guiding transformation, automation, and scalable operating practices.

The role emphasizes workforce planning, performance management, and cross-functional leadership across geographies with a focus on process improvement and data-driven decision making.

Qualifications

• Bachelor’s degree in Finance, Business Management, Business Administration, Accounting or a related field.
• At least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.
• Experience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.
• Strong understanding of end-to-end operational processes, controls, service levels, and dependencies.
• Knowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.
• Ability to identify, escalation, mitigate, and resolve operational risk and control issues.
• Proficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.
• Ability to navigate multiple applications to perform processing, investigation, and reporting.
• Ability to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.
• Strong digital fluency and ability to use technology to improve efficiency and reporting.
• Strong analytical, critical-thinking, organizational, and root-cause analysis capabilities.
• Sound financial and business judgment with the ability to resolve complex issues using data and risk considerations.
• Strong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.
• Experience managing service issues, escalations, and stakeholder expectations across functions, geographies, and seniority levels.
• At least three years of people leadership experience, with demonstrated accountability for coaching, performance management, workforce planning, and talent development.
• Strong ownership, execution focus, adaptability, resilience, customer orientation, and ability to manage competing priorities.
• Experience leading process migrations, transformation programs, projects, or cross-functional workstreams.

Responsibilities

• Lead day-to-day service delivery for Mortgage Servicing team, ensuring quality, timeliness, productivity, compliance, and SLAs.
• Direct workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement.
• Build partnerships with Business Partners, governance reviews, and communicate issues, risks, and actions promptly.
• Monitor KPIs and trends, prepare management reporting, resolve critical issues, and drive root-cause analysis.
• Maintain operational risk and control practices, audit readiness, and standardization of processes.
• Lead transformation, automation, and migration initiatives to improve scalability and efficiency.

Skills

Mortgage ops

People leadership

Stakeholder mgmt

Automation

Process improvement

KPI analysis

Risk & controls

Cross-functional leadership

Education

Bachelor’s degree in Finance / Business / Accounting

CPA / CFA / CAIA / PMP / Lean Six Sigma

Tools

Excel Advanced

Power Platform

Enterprise loan mgmt system

Workflow tools

Accounting systems

Job description

Manulife Financial Corporation is seeking a Manager to lead the Mortgage Servicing team, delivering timely, accurate service across commercial mortgage loans. You will drive governance, risk controls, and stakeholder communications while guiding transformation, automation, and scalable operating practices.

The role emphasizes workforce planning, performance management, and cross-functional leadership across geographies with a focus on process improvement and data-driven decision making.