As a Team Manager , you will be responsible for managing a team of mortgage professionals supporting U.S. mortgage operations. The role requires a strong understanding of mortgage processes, performance management, stakeholder engagement, and operational excellence to ensure compliance, productivity, and customer satisfaction.
Key Responsibilities
- Lead, coach, and develop a team of mortgage specialists to achieve and exceed operational and client performance targets.
- Drive key business metrics, including productivity, quality, service levels, customer satisfaction, and financial goals.
- Monitor team performance and provide regular coaching, feedback, and development plans.
- Manage employee engagement, attendance, attrition, and shrinkage to maintain a high-performing workforce.
- Ensure compliance with client requirements, regulatory guidelines, company policies, and quality standards.
- Analyze operational data and performance trends to identify improvement opportunities and implement action plans.
- Build strong partnerships with clients and internal stakeholders to drive operational success.
- Provide timely business updates, operational insights, and recommendations to leadership.
- Lead and support organizational initiatives, process improvements, and change management activities.
- Foster a culture of accountability, collaboration, continuous improvement, and customer-centricity.
Required Qualifications
- Bachelor's degree in Business Administration, Finance, Management, or a related field, or equivalent work experience.
- Minimum of 2 years of U.S. Mortgage experience , preferably within mortgage origination.
- At least 2-3 years of people leadership experience in a BPO, shared services, financial services, or mortgage operations environment.
- Strong knowledge of mortgage loan origination processes and life cycle management.
- Working knowledge of mortgage products and compliance standards, including:
- FHA
- VA
- Fannie Mae
- Freddie Mac
- QM and Non-QM products
- Proven experience managing operational performance and delivering results against KPIs and SLAs.
- Strong analytical and problem-solving skills with the ability to interpret data and drive business decisions.
- Excellent verbal and written communication skills.
- Proficiency in mortgage servicing platforms and CRM tools; experience with Encompass and Zendesk is highly preferred.
Preferred Qualifications
- Experience managing large teams supporting U.S. mortgage operations.
- Strong client-facing and stakeholder management experience.
- Demonstrated success in process improvement, operational excellence, and risk management initiatives.
- Six Sigma, Lean, or other continuous improvement certifications are an advantage.
Skills & Competencies
- People Leadership
- Mortgage Origination
- Performance Management
- Client Relationship Management
- Workforce Management
- Process Improvement
- Risk & Compliance Management
- Data Analysis & Reporting
- Customer Experience Management
- Decision-Making & Problem Solving
Work Arrangement
- This role is primarily based onsite in Clark, Pampanga during the program launch and stabilization phase.
- Once the program reaches steady-state operations, eligible employees may transition to a Work-At-Home (WAH) setup, subject to business and client requirements.
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
- Work arrangement remains subject to business needs, client requirements, and company policies.
- Ability to thrive in a fast-paced, performance-driven environment.
- Strong commitment to delivering exceptional service and operational excellence.
Join Sutherland and help drive world-class mortgage operations while developing high-performing teams and delivering exceptional client outcomes.
Sutherland Global Services
Digital Transformation · Private · Rochester, USA