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SutherlandTeam Manager - Mortgage Origination - Clark (WAH)
Sutherland is hiring a Team Manager - Mortgage Origination - Clark (WAH) to lead a group of mortgage professionals supporting U.S. mortgage operations. This role focuses…
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About This Role
Sutherland is hiring a Team Manager - Mortgage Origination - Clark (WAH) to lead a group of mortgage professionals supporting U.S. mortgage operations. This role focuses on performance management, stakeholder engagement, and ensuring compliance, productivity, and customer satisfaction. This position is suited for leaders with a background in mortgage origination and people management who can drive business metrics, analyze operational data, and foster an accountable team culture. The employer operates…
Job Description
Sutherland is hiring a Team Manager - Mortgage Origination - Clark (WAH) to lead a group of mortgage professionals supporting U.S. mortgage operations. This role focuses on performance management, stakeholder engagement, and ensuring compliance, productivity, and customer satisfaction.
This position is suited for leaders with a background in mortgage origination and people management who can drive business metrics, analyze operational data, and foster an accountable team culture. The employer operates within the BPO and financial services sector, delivering mortgage operations and client outcomes.
Responsibilities
- Lead, coach, and develop mortgage specialists to meet operational and client targets
- Drive business metrics including productivity, quality, service levels, customer satisfaction, and financial goals
- Monitor performance and provide feedback, coaching, and development plans
- Manage employee engagement, attendance, attrition, and shrinkage
- Ensure compliance with client specifications, regulatory guidelines, company policies, and quality standards
- Analyze performance trends and operational data to implement action plans
- Partner with internal stakeholders and clients to support operational success
- Deliver business updates, recommendations, and insights to leadership
- Support change management, process improvements, and organizational initiatives
- Cultivate a collaborative, customer-centric, and accountable workplace culture
Requirements
- Minimum of 2 years of U.S. Mortgage experience, preferably in mortgage origination
- At least 2 to 3 years of people leadership experience in mortgage operations, BPO, shared services, or financial services
- Working knowledge of mortgage loan origination processes and life cycle management
- Familiarity with compliance standards and mortgage products such as FHA, VA, Fannie Mae, Freddie Mac, and QM and Non-QM products
- Proven experience in managing operational performance using SLAs and KPIs
- Proficiency in CRM tools and mortgage servicing platforms
Qualifications
- Bachelor's degree in Finance, Business Administration, Management, or a related field, or equivalent work experience
- Experience managing large teams supporting U.S. mortgage operations
- Client-facing and stakeholder management experience
- Demonstrated success in risk management, operational excellence, and process improvement initiatives
- Continuous improvement certifications such as Six Sigma or Lean
- Experience with Encompass and Zendesk platforms
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
The role is primarily based on-site in Clark, Pampanga during the program launch and stabilization phase. Eligible employees may transition to a Work-At-Home setup once steady-state operations are reached, subject to business and client requirements.
What experience is required for this role?
Candidates must have a minimum of two years of U.S. Mortgage experience, preferably in mortgage origination, along with two to three years of people leadership experience in a BPO, financial services, shared services, or mortgage operations environment.
What are the educational requirements?
A bachelor's degree in Management, Finance, Business Administration, or a related field is required, or equivalent work experience.
Is salary specified in the job posting?
No, the salary is not stated in the source posting.
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