Circle Lead, Mortgage Originations (Fintech)

TL;DR

Circle Lead, Mortgage Originations (Fintech): Leading and scaling retail banking operational processes and contact center services with an accent on operational excellence and customer centricity. Focus on driving performance improvements through data-driven RCA, implementing flexible workforce arrangements, and mentoring a diverse team within an Agile framework.

Location: Manila (One Ayala Tower 2), Philippines

Company

hirify.global is an international organization delivering wholesale and retail banking services globally.

What you will do

• Lead a Circle of contact center and customer loyalty professionals, managing work volume and product groups.
• Establish and refine retail banking operational processes and organization designs as the business evolves.
• Drive the achievement of key performance targets and foster a customer-centric, winning performance culture.
• Utilize a data-driven mindset to perform Root Cause Analysis (RCA) and execute performance improvements.
• Coach, mentor, and develop team members while ensuring adherence to operational standards.
• Manage complex escalations and provide strategic solutions for high-risk issues.

Requirements

• 5+ years of experience managing teams in a Contact Center within the Banking and Financial Services industry.
• Proven experience in a Shared Service environment.
• University degree (College graduate).
• Proficiency in spoken and written English.
• Experience with capacity and workforce management (WFM) for real-time customer contact.
• Willingness to work on Philippine holidays and adjust hours based on country opening hours.

Nice to have

• Familiarity with Agile Way of Working.
• Proficiency in Microsoft Applications.
• Experience in training, coaching, or project management.

Culture & Benefits

• International work environment with a diverse global workforce.
• Emphasis on personal growth and continuous evolution within the organization.
• Inclusive "Orange Behavior" culture based on the One Agile Way of Working.
• Focus on empowering employees to stay a step ahead in life and business.