Team Manager - Mortgage Origination

Job Description

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.

Qualifications

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.

Additional Information

• 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.