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Operations Manager- Mortgage

Wipro

RemoteFull timeMid levelPosted today
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About the role

Role : Operations Manager- Mortgage

Location : Manila

Education : Any Degree

Responsibilities

  • Oversee end-to-end mortgage processes, including Loan Origination, Underwriting, and Loan Processing .
  • Ensure operational efficiency, service quality, productivity, and SLA adherence across the team.
  • Drive performance management, coaching, mentoring, and team development initiatives.
  • Manage customer interactions within a voice-based BPO environment and ensure a high level of customer satisfaction.
  • Monitor workflow, quality, compliance, and risk controls within mortgage operations.
  • Collaborate with internal stakeholders to improve operational processes and customer experience.
  • Support business transformation, process improvement, and continuous improvement initiatives.
  • Track operational metrics and implement actions to achieve business goals and performance targets.

Essential Hiring Skills

  • Minimum experience managing teams within Mortgage Operations .
  • Strong hands-on experience in:
  • Mortgage Underwriting
  • Loan Origination
  • Residential Lending
  • Property Lending
  • Commercial Lending
  • Proven experience managing teams in a voice-based BPO/Contact Center environment .
  • Strong understanding of the loan approval and underwriting process.
  • Strong knowledge of Mortgage Servicing, Default Servicing, Foreclosure Operations, and Loss Mitigation processes.
  • Working knowledge of FDCPA, Debt Validation requirements, Mortgage Compliance, Risk & Control Frameworks, and Regulatory Audits.
  • Experience managing operations involving Judicial/Non-Judicial Foreclosures, Collections, Consumer Complaints, and Compliance Monitoring within Mortgage Services.
  • People management experience handling teams.
  • Knowledge of mortgage policies, documentation, compliance, and lending practices.
  • Excellent stakeholder management, communication, and problem-solving skills.
  • Ability to drive operational performance, productivity, and customer service outcomes.

Good to have Hiring Skills

  • Business Excellence
  • Process Excellence
  • Lean Six Sigma methodologies
  • Continuous Improvement initiatives
  • Operational Transformation projects
  • Quality Management and Process Optimization
  • Change Management and Productivity Improvement initiatives

Geographic Market Experience Preference

  1. UK Mortgage Market (Preferred)
  2. US, Australian, or any other geographic mortgage market experience can also be considered.

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