Manager – Mortgage Servicing

The Mortgage Servicing team manages commercial mortgage loans throughout the investment lifecycle. Acting as the primary liaison among borrowers, correspondents, lenders, investors, and business partners, the team ensures compliance with loan and servicing requirements and monitors collateral-related obligations.

The Manager is accountable for the timely, accurate, and effective delivery of services in scope and for leading the mortgage servicing team. The role provides operational leadership, manages stakeholder relationships, strengthens risk and control practices, and develops a high-performing team.

The position also supports strategic priorities through automation, process improvement, standardization, management reporting, and implementation of scalable operating practices

Position Responsibilities:

• Lead day-to-day service delivery for Mortgage Servicing team, ensuring agreed quality, timeliness, productivity, compliance, and service-level results.

• Direct workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement for the team.

• Build effective partnerships with Business Partners, global function leads, management, and risk partners; lead governance reviews and communicate material production issues, risks, and actions promptly.

• Monitor KPIs and operational trends, prepare management reporting, resolve critical business or system issues, and drive root-cause analysis and sustainable corrective actions.

• Maintain strong operational risk and control practices, ensure audit and compliance readiness, and reinforce process documentation, standardization, and adherence to service agreements.

• Lead transformation, automation, process improvement, and migration initiatives, including feasibility, capacity, and resource assessments to improve scalability and efficiency.

Individual Accountabilities

• Operational delivery against quality, timeliness, productivity, and service-level commitments.

• Workforce capacity, prioritization, employee performance, coaching, and talent development.

• Timely escalation and resolution of critical production, system, and control issues.
• Implementation of approved process improvements, standardization, and automation opportunities.
• Balancing variable workloads, resource constraints, and competing priorities while maintaining service quality and meeting critical deadlines.

• Resolving complex production, and system issues with limited business disruption and clear communication to stakeholders.

• Managing operational, financial, compliance, and reputational risks while maintaining effective controls in an audit-sensitive environment.

• Driving change, automation, and process standardization across teams and geographies while sustaining stable day-to-day operations.

• Aligning expectations and priorities among Business partners, management, and cross-functional partners operating across multiple time zones.

Key Shared Accountabilities

• Service-level standards and KPI achievement with Business partners.

• Risk, compliance, audit, and remediation outcomes with risk and control functions.
• Transformation, migration, and strategic priorities with operations leadership and business partners.
• Provides leadership and oversight for approximately >20 FTEs across Commercial Mortgage Operations and third party Genpact.Influences cost efficiency, scalability, control effectiveness, and business continuity through workforce management, automation, process improvement, and transformation initiatives.

Required Qualifications:

• Bachelor's degree in Finance, Business Management, Business Administration, Accounting  or a related field.

• At least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.

• Experience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.

• Strong understanding of end-to-end operational processes, controls, service levels, and dependencies.
• Knowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.

• Ability to identify, escalate, mitigate, and resolve operational risk and control issues.
• Proficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.

• Ability to navigate multiple applications to perform processing, investigation, and reporting.
• Ability to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.

• Strong digital fluency and ability to use technology to improve efficiency and reporting.
• Strong analytical, critical-thinking, organizational, and root-cause analysis capabilities.

• Sound financial and business judgment with the ability to resolve complex issues using data and risk considerations.
• Strong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.

• Experience managing service issues, escalations, and stakeholder expectations across functions, geographies, and seniority levels.
• At least three years of people leadership experience, with demonstrated accountability for coaching, performance management, workforce planning, and talent development.

• Strong ownership, execution focus, adaptability, resilience, customer orientation, and ability to manage competing priorities.

• Experience leading process migrations, transformation programs, projects, or cross-functional workstreams.

Preferred Qualifications:

• CPA, CFA, CAIA, PMP, Lean Six Sigma, or another relevant professional designation.

• Experience supporting internal or external audits or remediation activities.
  Experience leading and managing geographically distributed teams across multiple locations and time zones.

• Track record of developing high-performing teams and building succession plan.

• Exposure to mortgages, real estate, private debt, bank loans, fixed income, agri loans, or other alternative investments.

• Experience in a global shared services or multi-region operating environment.
• Experience working with auditors, external vendors, clients, or senior leaders in a matrix organization.
• Commercial or Real Estate Servicing Certification or other continuous improvement experience.
• Experience with dashboards, business intelligence, automation, digitization, process redesign, or transformation initiatives.
• Experience with Enterprise loan management system, Power Platform, workfllow tools, or system enhancements.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

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