Assistant Manager - Operations (with US Mortgage/ Financial)

Job Responsibilities: Operational ManagementOversee daily operations of a mortgage servicing team, ensuring adherence to SLA metrics (AHT, Quality, CSAT, Productivity, and Accuracy).Monitor loan processing, underwriting, escrow, foreclosure, or loss mitigation functions depending on line of business.Ensure accurate documentation and data management in accordance with mortgage regulations and client policies.Coordinate with cross-functional teams (Training, Quality, Workforce, and HR) to support smooth operations and business continuity. People LeadershipSupervise Team Leaders and agents to ensure high performance and consistent coaching.Conduct regular performance reviews, feedback sessions, and one-on-one discussions.Identify training and development needs, and partner with Learning and Development for upskilling programs.Foster engagement, teamwork, and accountability across the team. Performance & Quality ManagementTrack and analyze performance metrics to identify trends and improvement areas.Lead initiatives to enhance customer satisfaction, reduce errors, and improve first-call resolution. Partner with Quality Assurance to address audit findings and implement corrective actions.Drive bottom quartile improvement and implement PIP (Performance Improvement Plans) when necessary. Client & Stakeholder ManagementParticipate in weekly and monthly business reviews with clients and senior management.Address escalations promptly and ensure customer concerns are resolved effectively.Maintain compliance with federal and state mortgage regulations, company policies, and client standards. Process Improvement & Compliance Recommend and implement process improvements for efficiency, accuracy, and customer experience. Ensure that all mortgage documentation, communications, and transactions adhere to regulatory and client requirements (e.g., RESPA, TILA, CFPB standards).Support audits and compliance checks to ensure zero non-compliance findings.Qualifications: Bachelor’s Degree in Business Administration, Finance, or a related field (preferred). Minimum 2 years of BPO experience in a mortgage or financial services account, including at least 2 years in a leadership role. Strong understanding of mortgage servicing processes (origination, underwriting, escrow, foreclosure, or customer service). Excellent analytical, leadership, and communication skills. Proficient in MS Office tools and CRM/mortgage servicing systems. Knowledge of U.S. mortgage regulations and compliance standards preferred.Must be amenable to work onsite in Eastwood, Quezon City Willingness to work Night shift