Senior Team Manager - Mortgage

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

At Sutherland, we are a global business and digital transformation partner helping clients deliver exceptional customer and business outcomes through market-leading technology, process excellence, and people-first solutions. With operations across multiple countries, we provide customer experience, back-office, digital, and consulting services to some of the world's leading brands.

Job Description

Sutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle. This role serves as the operational lead for communication-related activities, ensuring exceptional customer experience, strong stakeholder engagement, and consistent achievement of service-level targets.

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

Key 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, including calls, emails, and voicemails, 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.

Types of Inquiries Supported

• Loan Status Updates
• Welcome and Follow-Up Calls
• Document Collection and Follow-Ups
• Income and Debt-to-Income (DTI) Discussions
• Loan Restructuring Requests
• Guideline Clarifications
• Customer and Broker Escalations

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.
• Proven ability to lead teams, drive results, and manage escalations.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office and reporting tools.
• Mortgage industry experience is highly preferred.

What You’ll Bring

• Strong leadership and coaching capabilities
• Customer-focused mindset
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• A continuous improvement and operational excellence mindset

Additional Information

Why Join Sutherland?

• Lead a high-impact team supporting critical mortgage operations.
• Collaborate with diverse stakeholders across the loan lifecycle.
• Drive operational excellence and continuous improvement initiatives.
• Grow your career with a global organization committed to innovation, development, and customer success.