Senior Manager, Operations

LocationThis is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.Role HoursThe expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).About Point Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals. Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we're scaling fast You have the opportunity to join us at a pivotal stage. Game-changing Product: We're building a category defining company in home equity. We've earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 15,000+ customers. Great Place to Work: Our employees love working here We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area. Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. About the roleWe are seeking a motivated and detail-oriented Senior Manager to lead our Manila Production teams within Home Equity Investments (HEI). The Senior Manager, Operations will create structure, instill discipline, and elevate performance across multiple teams. This role goes beyond maintaining operations; it is about building a strong leadership layer that drives consistent results, fosters innovation, and ensures long-term scalability.This role is ideal for a hands-on, strategic leader who thrives in fast-paced, high-growth environments and is passionate about building teams that deliver excellence at scale.Your responsibilitiesLeadership & People ManagementProvide strategic direction and oversight to multiple operational teams through effective management of managers.Mentor, coach, and develop direct reports, fostering leadership skills and ensuring accountability across all levels.Build a high-performing culture by setting clear expectations, promoting collaboration, and recognizing achievements.Support the design and execution of workforce planning, recruitment, and succession initiatives that strengthen organizational capacity and long-term scalability.Operational ExcellenceOversee daily operations across key functions (Valuations Underwriting, Underwriting, Processing, Closing, and Funding).Ensure processes and systems are efficient, standardized, and scalable to meet the needs of a growing technology-enabled operational model and a world-class investor experience. Drive continuous improvement initiatives, leveraging data and feedback to optimize service delivery and outcomes.Stakeholder EngagementBuild and maintain strong working relationships with internal and external stakeholders.Serve as an escalation point for complex operational issues, ensuring timely resolution and effective communication.Strategic & Financial ManagementTranslate organizational strategy into operational plans with measurable objectives and outcomes.Monitor key performance indicators (KPIs) to track progress and inform decision-making.Change & InnovationLead organizational change initiatives to enhance operational resilience, agility, and adaptability.Champion innovation in processes, systems, and technology to enhance employee and homeowner experience.Ensure change management practices are embedded within teams to minimize disruption and maximize adoption.About you8 + years of progressive leadership experience in BPO, fintech, or financial services, including at least 3–5 years as a manager of managers.Background in U.S. mortgage, lending, or financial technology preferred.Demonstrated ability to collaborate effectively across global teams, ensuring seamless coordination and delivery in geographically dispersed environments.Demonstrated ability to coach and develop managers/team leads, ensuring they, in turn, build high-performing frontline teams.Strong background in managing production/operations, with direct responsibility for meeting and exceeding KPIs and SLAs.Proven experience in identifying bottlenecks, redesigning workflows, and implementing process improvements that materially improved results.Clear history of driving business outcomes under tight deadlines and with measurable impact (e.g., efficiency gains, error reduction, faster turnaround times).Hands-on experience managing CX in an origination/production context, with the ability to balance speed, accuracy, and client satisfaction.Experience scaling teams from