Operations Director

About Us Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in‑house processes using top talent, workflow best practices, and progressive technology. We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries. Moder offers end‑to‑end or component‑based outsourcing. We can do everything from managing one‑off projects to becoming an extension of your customer service or operations team. Our team is built by outsourcing industry experts who’ve been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team. We’re a company based in the US with offices in India, and the Philippines. Roles and Responsibilities As an Operations and People leader for the US Mortgage Originations team, you will be a critical figure in driving Originations process and domain knowledge across all teams. Along with heading the Originations team, your role will involve managing the team’s performance on contractual SLA’s and fostering a strong and motivated team environment. Manage a team of US Mortgage originations analysts, trained across multiple queues and processes such as Customer Support Specialist, Processing & Processing Support, Closing, Scheduling, Verification of Employment, etc. Participate with creation, update, and approval of new processes and procedures Manage day‑to‑day operations by spearheading implementation of short‑term and long‑term strategies to achieve business objectives. Being a US Mortgage Originations head, the role will require to identify opportunities and develop large scale capabilities to attract new growth and ramps in existing accounts. Responsible for interviewing and hiring full time team members, working closely with internal and third‑party recruiters Perform monthly one on one and year‑end performance reviews with employees Aid senior leadership during executive decision‑making process by generating insights from daily reports to better assess corrective actions and improvements. Deliver positive client experiences by implementing effective quality assurance practices. Proactively drive higher client CSAT and explore opportunities for business expansion Qualification & Experience Minimum 10-15 years of progressive Operations experience in a multinational organization with at least 2 years of experience in US Mortgage and financial services Strong inter‑personal skills to drive the team to meet increasing demand and objectives. University degree in a relevant discipline, or a professional qualification. General knowledge on different processes and sub processes in US Mortgage Ability to work under pressure in handling time‑critical deliverables, expertise and drive a large team with accuracy. Confident, well‑rounded, methodical person with strong analytical skills Self‑motivated, pro‑active and have the ability to work consistently and efficiently to achieve goals, either as an individual or as part of a team Attention to detail and accuracy is essential Task orientated and inquisitive in nature Mortgage compliance / risk management Pipeline management Performance management accountability (financial, SLA, production, quality) Excellent communication skills Effective process management / process redesign / change management Strong leadership skills Benefits Competitive Base Pay Miscellaneous Allowance Paid Time Off HMO Benefits Excellent Growth and Advancement Opportunities Work onsite in Mandaue City, Cebu or 1Nito Tower Job Type: Full‑time Benefits: Company Christmas gift Company events Health insurance Life insurance On‑site parking Schedule: 8 hour shift Monday to Friday Night shift Weekends Off #J-18808-Ljbffr