Assistant Manager

2 days ago

Eastwood Metro Manila, Philippines ESOL IT SERVICES INC. Full time ₱60,000 - ₱120,000 per year
Key Responsibilities

Operational Management

  • Manage daily operations of the mortgage servicing team, ensuring SLA adherence (AHT, Quality, CSAT, Productivity, Accuracy)
  • Oversee key functions such as loan processing, underwriting, escrow, foreclosure, or loss mitigation
  • Maintain data accuracy and ensure compliance with client and regulatory policies
  • Collaborate with Training, Quality, Workforce, and HR teams to ensure continuity and smooth delivery

People Leadership

  • Lead and mentor Team Leaders and agents to ensure consistent performance
  • Conduct regular coaching sessions, feedback meetings, and performance reviews
  • Partner with L&D to deliver training and upskilling programs
  • Promote a culture of accountability, engagement, and teamwork

Performance & Quality Management

  • Monitor and analyze operational performance metrics
  • Drive initiatives to improve customer satisfaction and reduce operational errors
  • Work with QA to address audit findings and implement corrective actions
  • Manage Performance Improvement Plans (PIPs) where necessary

Client & Stakeholder Management

  • Represent the business during client and senior management reviews
  • Manage customer escalations and ensure timely resolution
  • Ensure compliance with all federal and state mortgage regulations

Process Improvement & Compliance

  • Recommend and execute process improvement initiatives
  • Ensure adherence to RESPA, TILA, and CFPB standards

Support internal and external audits to maintain zero non-compliance

Qualifications
  • Bachelor's Degree in Business Administration, Finance, or 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
  • In-depth understanding of mortgage servicing processes (origination, underwriting, escrow, foreclosure, customer service)
  • Strong leadership, analytical, and communication skills
  • Proficient in MS Office tools and CRM/mortgage servicing systems
  • Familiarity with U.S. mortgage regulations and compliance standards preferred

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