Team Manager – Mortgage Operations

ESOL IT SERVICES INC.; Mabalacat; Híbrido; PHP 446.000 - 670.000; Jornada completa

Descripción de la vacante

ESOL IT SERVICES INC. in Clark, Pampanga, is hiring an experienced Mortgage Operations Team Manager to lead a U.S. origination team. You will drive performance, ensure compliance, and deliver quality outcomes for clients while managing day-to-day operations.

Initially onsite during program launch, with potential transition to work-from-home as milestones are met. The role requires hands-on mortgage experience, people leadership, and strong collaboration with cross-functional teams.

Formación

• Bachelor's degree or equivalent professional experience.
• At least 2 years of U.S. mortgage experience, preferably in mortgage origination.
• At least 2-3 years of people leadership experience in mortgage operations, financial services, shared services, or BPO.

Responsabilidades

• Lead, coach, mentor, and develop mortgage operations team members to achieve performance targets.
• Oversee daily U.S. mortgage origination operations, ensuring efficiency, quality, and compliance.
• Drive performance against KPIs, SLAs, quality standards, and productivity targets.
• Build strong client relationships and ensure alignment with business objectives.

Conocimientos

U.S. mortgage domain

People leadership

Mortgage origination lifecycle

Stakeholder management

Communication skills

Educación

Bachelor's degree or equivalent

Herramientas

Encompass

Zendesk

CRM systems

Descripción del empleo

Team Manager - US Mortgage Operations

Location: Clark, Pampanga
Work Setup: Initially Onsite | Potential Transition to Work-from-Home
Employment Type: Full-Time
Salary Package: ₱40,000-₱60,000
Hiring Priority: Urgent

Job Summary

We are looking for an experienced Mortgage Operations Team Manager / Senior Team Manager to lead a team supporting U.S. mortgage origination operations. The successful candidate will drive operational performance, ensure compliance with mortgage guidelines, improve productivity and quality, and deliver excellent client outcomes.

This role is ideal for a results-driven people leader with hands-on U.S. mortgage experience, a strong understanding of the mortgage origination lifecycle, and a proven track record of managing teams in mortgage operations, financial services, or BPO environments.

The position will initially be based onsite in Clark, Pampanga during program launch and stabilization, with the potential to transition to a Work-from-Home arrangement once operational milestones are achieved, subject to client and business requirements.

Key Responsibilities

Leadership and People Development

• Lead, coach, mentor, and develop mortgage operations team members to achieve performance targets.

• Foster a culture of accountability, collaboration, employee engagement, and continuous improvement.

• Conduct regular coaching sessions, performance reviews, and talent development initiatives.

• Monitor attendance, productivity, employee retention, and overall team performance.

Mortgage Operations and Performance Management

• Oversee daily U.S. mortgage origination operations, ensuring efficiency, quality, and compliance.

• Drive performance against key metrics, including productivity, quality, service-level agreements (SLAs), customer satisfaction, and financial targets.

• Monitor operational trends, analyze performance gaps, and implement corrective action plans.

• Identify opportunities to streamline workflows, improve processes, and enhance operational efficiency.

Client and Stakeholder Management

• Serve as a key point of contact for clients and internal stakeholders.

• Conduct operational reviews and provide performance updates, insights, and recommendations.

• Collaborate with cross-functional teams to support business growth, client satisfaction, and operational success.

• Build strong client relationships and ensure alignment with business objectives.

Compliance and Risk Management

• Ensure adherence to applicable mortgage regulations, client requirements, and company policies.

• Maintain operational readiness through effective quality assurance and risk management practices.

• Identify potential operational risks and implement appropriate mitigation strategies.

Qualifications

• Bachelor's degree or equivalent professional experience.

• At least 2 years of U.S. mortgage experience, preferably in mortgage origination.

• At least 2-3 years of people leadership experience in mortgage operations, financial services, shared services, or BPO environments.

• Strong understanding of the end-to-end U.S. mortgage origination lifecycle.

• Knowledge of U.S. mortgage products and guidelines, including FHA, VA, Fannie Mae, Freddie Mac, QM, and Non-QM products.

• Proven ability to manage teams against KPIs, SLAs, quality standards, and productivity targets.

• Strong analytical, decision-making, and problem-solving skills.

• Excellent communication, leadership, and stakeholder management capabilities.

• Proficiency in mortgage platforms and CRM solutions.

Preferred Qualifications

• Experience leading teams supporting U.S. mortgage origination or lending operations.

• Client-facing experience in a BPO, banking, or mortgage services environment.

• Strong background in process improvement and operational transformation.

• Experience using Encompass and Zendesk is highly preferred.

• Lean Six Sigma or other continuous improvement certifications are an advantage.

• Experience supporting program launches, transitions, or business expansions.

What We're Looking For

• A people-oriented leader with strong coaching and team development skills.

• A performance-driven professional with sound business acumen.

• A customer-focused leader who can build and maintain strong client relationships.

• A data-driven decision-maker who can identify performance gaps and implement effective solutions.

• Someone who can adapt to change and thrive in a fast-paced operational environment.

Work Arrangement

• Initially onsite in Clark, Pampanga during program launch and stabilization.

• Potential transition to Work-from-Home once the program achieves the required operational and business milestones.

• Any change in work arrangement will be subject to client approval and business requirements.

Important: Candidates must be willing to work onsite in Clark, Pampanga initially.

Why Join Us?

• Competitive salary package.

• Opportunity to lead and develop a growing U.S. mortgage operations team.

• Exposure to international clients and mortgage operations.

• Career growth and leadership development opportunities.

• Opportunity for a future Work-from-Home arrangement, subject to business requirements.