Assistant Manager

1 week ago

Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱2,000,000 - ₱2,500,000 per year

Qualifications:

  • Bachelor's degree in business, Finance, or other related fields.
  • Excellent written and oral communication skills
  • 3+ years of experience in a leadership role for contact centers preferably Mortgage Domain
  • Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
  • Exceptional problem solving, task prioritization, follow-up, and quick learner
  • Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation
  • Good exposure to MS Office (Excel and PPT)
  • Confidence and skillful negotiating skills
  • Able to work either in Mandaue or Cebu City site.

Key Responsibilities:

Team Management & Leadership:


• Supervise, mentor, and support a team of Customer Support Specialists in the mortgage origination process.


• Manage workforce scheduling, performance monitoring, and daily operations to ensure SLA adherence.


• Provide coaching, feedback, and career development opportunities to team members.


• Foster a culture of accountability, collaboration, and customer-first mindset.

Operational Excellence:


• Ensure timely and accurate handling of customer inquiries related to mortgage origination, including application status, document requirements, and process clarifications.


• Monitor loan origination workflows to ensure smooth hand-offs between customer support and underwriting/processing teams.


• Drive process improvements to reduce errors, improve efficiency, and enhance customer experience.


• Track and report on daily/weekly/monthly performance metrics (AHT, FCR, SLA, NPS, CSAT).

Compliance & Quality:


• Ensure adherence to company policies, mortgage regulations, and compliance standards.


• Collaborate with Quality Assurance teams to identify gaps and implement corrective actions.


• Maintain up-to-date knowledge of mortgage products, origination processes, and compliance requirements.

Stakeholder Collaboration:


• Act as a point of escalation for complex or unresolved customer issues.


• Coordinate with internal teams such as Sales, Underwriting, Processing, and Closing to resolve bottlenecks.


• Work closely with senior management to develop and implement strategies for operational effectiveness.

  • Bachelor's degree in Business, Finance, or other related fields.
  • Excellent written and oral communication skills
  • 6+ years of experience in a leadership role for contact centers, Mortgage Domain
  • Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
  • Exceptional problem solving, task prioritization, follow-up, and quick learner
  • Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation
  • Good exposure to MS Office (Excel and PPT)
  • Confidence and skillful negotiating skills
  • Experience starting up a new business in BPO – preferably in BFSI industry a plus
  • Able to work either in Mandaue or Cebu City site.

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