VP, BPO Operations — US Mortgage Servicing

WHR Global Consulting; Cebu City; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

WHR Global Consulting in Cebu, Philippines, invites an experienced executive to assume the role of Vice President for BPO Operations, overseeing delivery, performance, and profitability for a US Mortgage Servicing unit. Night shift alignment is focused on US operations, with direct reporting to the Head of Servicing Operations.

The role emphasizes strategic leadership, governance, client management, and operational excellence across a multinational setting, targeting growth and sustainability.

Qualifications

• 17+ years of progressive BPO operations experience, preferably multinational.
• 5+ years in a senior executive or leadership capacity in US Mortgage Servicing.
• Strong track record in P&L management, budgeting, revenue growth and profitability.
• Extensive knowledge of US Mortgage Servicing processes, regulatory standards.
• Proven ability to develop and execute strategic initiatives within budgets.
• Excellent analytical, problem-solving, and data-driven decision-making skills.
• Ability to lead senior management teams and build client relationships.

Responsibilities

• Provide executive oversight of day-to-day BPO operations, ensuring service delivery, operational efficiency, and objective achievement.
• Establish and implement operational strategies, standards, and KPIs to drive productivity and quality.
• Evaluate processes for continuous improvement, automation, and optimization.
• Lead policy and control implementations to strengthen governance and execution.
• Oversee BU financial performance, including revenue growth, expenses, and profitability.
• Develop and monitor budgets, forecasts, and financial targets across cycles.
• Strengthen client relationships and ensure SLA compliance; represent BU in executive discussions.

Skills

Executive leadership

P&L management

Strategic planning

Stakeholder management

Cross-functional leadership

Budget planning

Data-driven decisions

Analytical skills

Client relationships

Education

Bachelor's degree in Business Administration/Management

Job description

WHR Global Consulting in Cebu, Philippines, invites an experienced executive to assume the role of Vice President for BPO Operations, overseeing delivery, performance, and profitability for a US Mortgage Servicing unit. Night shift alignment is focused on US operations, with direct reporting to the Head of Servicing Operations.

The role emphasizes strategic leadership, governance, client management, and operational excellence across a multinational setting, targeting growth and sustainability.