As a Team Manager, you will be responsible for managing a team of mortgage professionals supporting U.S. mortgage operations. The role requires a strong understanding of mortgage processes, performance management, stakeholder engagement, and operational excellence to ensure compliance, productivity, and customer satisfaction.
Key Responsibilities
- Lead, coach, and develop a team of mortgage specialists to achieve and exceed operational and client performance targets.
- Drive key business metrics, including productivity, quality, service levels, customer satisfaction, and financial goals.
- Monitor team performance and provide regular coaching, feedback, and development plans.
- Manage employee engagement, attendance, attrition, and shrinkage to maintain a high-performing workforce.
- Ensure compliance with client requirements, regulatory guidelines, company policies, and quality standards.
- Analyze operational data and performance trends to identify improvement opportunities and implement action plans.
- Build strong partnerships with clients and internal stakeholders to drive operational success.
- Provide timely business updates, operational insights, and recommendations to leadership.
- Lead and support organizational initiatives, process improvements, and change management activities.
- Foster a culture of accountability, collaboration, continuous improvement, and customer-centricity.
Required Qualifications
- Bachelor's degree in Business Administration, Finance, Management, or a related field, or equivalent work experience.
- Minimum of 2 years of U.S. Mortgage experience, preferably within mortgage origination.
- At least 2-3 years of people leadership experience in a BPO, shared services, financial services, or mortgage operations environment.
- Strong knowledge of mortgage loan origination processes and life cycle management.
- Working knowledge of mortgage products and compliance standards, including:
- FHA
- VA
- Fannie Mae
- Freddie Mac
- QM and Non-QM products
- Proven experience managing operational performance and delivering results against KPIs and SLAs.
- Strong analytical and problem-solving skills with the ability to interpret data and drive business decisions.
- Excellent verbal and written communication skills.
- Proficiency in mortgage servicing platforms and CRM tools; experience with Encompass and Zendesk is highly preferred.
Preferred Qualifications
- Experience managing large teams supporting U.S. mortgage operations.
- Strong client-facing and stakeholder management experience.
- Demonstrated success in process improvement, operational excellence, and risk management initiatives.
- Six Sigma, Lean, or other continuous improvement certifications are an advantage.
Skills & Competencies
- People Leadership
- Mortgage Origination
- Performance Management
- Client Relationship Management
- Workforce Management
- Process Improvement
- Risk & Compliance Management
- Data Analysis & Reporting
- Customer Experience Management
- Decision-Making & Problem Solving
Work Arrangement
- This role is primarily based onsite in Clark, Pampanga during the program launch and stabilization phase.
- Once the program reaches steady-state operations, eligible employees may transition to a Work-At-Home (WAH) setup, subject to business and client requirements.
- Work arrangement remains subject to business needs, client requirements, and company policies.
- Ability to thrive in a fast-paced, performance-driven environment.
- Strong commitment to delivering exceptional service and operational excellence.
Join Sutherland and help drive world-class mortgage operations while developing high-performing teams and delivering exceptional client outcomes.