Operations Assistant Manager

7 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱75,000 - ₱150,000 per year

Job Responsibilities

Operational Management

  • Oversee 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 Leadership

  • Supervise 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 Management

  • Track 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 Management

  • Participate 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

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