Operations Manager - Mortgage Account

Job Overview:

The Manager will be responsible for a specific Operations Department managing global day-to-day operating activities, product and service delivery, turn times, SLA Adherence, revenue recognition and growth, expense, cost and margin control, monthly, quarterly and annual financial goal management, group profitability, customer interaction and efficiency and efficacy metrics.

Job Role & Responsibilities

• To deliver to the client - metrics of productivity, quality, and time
• Day to day management and oversight of the business unit’s functioning out of the Philippines operating center
• Running the “Centre of Excellence” delivery ops for production across Philippines
• Maintaining Client Service Level Agreement Standards (SLA’s) & client satisfaction
• Work with Operations and Relationship Managers to identify the client’s needs and implement processes and procedures to meet those needs
• Participate in the SAFE training program
• Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use
• Maintain internal policy and procedures for management
• Communicate policies, procedures, and industry changes to Affiliate Network
• Review and suggest computer system improvements to technical staff and work to implement
• Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction and efficiency at the lowest cost
• Prepare and deliver performance reviews, coaching, and discipline when necessary
• Hire, train, develop, and motivate staff
• Perform other operational duties as requested

Qualifications & Experience

• Bachelor’s degree in Business, Finance, or other related fields.
• Excellent written and oral communication skills
• Must be able to pass a credit and background check
• 6+ years of experience in a leadership role for contact centers, Mortgage Domain preferably Servicing Operations in BFSI industry
• Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
• Exceptional problem solving, task prioritization, follow-up, and quick learner
• Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation
• Good exposure to MS Office (Excel and PPT)
• Confidence and skillful negotiating skills
• Experience starting up a new business in BPO
• Must have valid Philippine Passport and willingness to travel to the US for training
• Sales experience preferred

Benefits

• Paid Training
• Competitive Base Pay
• Miscellaneous Allowance Paid Time Off
• Paid Holidays
• HMO Benefits
• Group Life Insurance
• Employee Referral Bonus
• Excellent Growth and Advancement Opportunities
• Bonus of Php 11,000 once passed the SAFE Certification on 1st attempt or Php 5,5000 on 2nd attempt