Senior Team Manager (Mortgage)

Location: Mabalacat City, Central Luzon, Philippines

Company

Global business and digital transformation services provider delivering customer experience, back-office, digital, and consulting solutions for leading brands.

What you will do

• Manage the day-to-day operations of the Mortgage Communication Desk.
• Lead, coach, and develop communication specialists to achieve performance goals.
• Ensure customer and stakeholder inquiries across calls, emails, and voicemails are handled accurately within service levels.
• Handle escalated concerns and resolve complex issues while supporting loan processing and servicing activities.
• Track productivity, quality, SLA performance, and backlog metrics.
• Implement process improvements and ensure compliance with company policies, client requirements, and data privacy standards.

Requirements

• 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.
• Strong coaching capabilities, customer focus, ability to manage multiple priorities in a fast-paced environment, data-driven decision-making skills, and a continuous improvement mindset.

Nice to have

• Mortgage industry experience is highly preferred.

Culture & Benefits

• 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 within a global organization focused on innovation, development, and customer success.