Operations Team Lead – Mortgage Underwriting Account

The Operations Team Lead will oversee a team of Mortgage Underwriters and Financial Account Specialists, ensuring operational excellence, strict compliance with investor guidelines, and high client satisfaction within a Mortgage account environment. This role requires deep hands-on mortgage underwriting experience, strong leadership capability, and the ability to drive results in a high-volume, deadline-driven setting.

What You Must Have

• Minimum 7–8 years of Mortgage Underwriting experience, specifically within residential mortgage accounts
• At least 2 years in a leadership or supervisory role managing mortgage underwriters
• Strong, hands-on knowledge of FNMA, FHLMC, and investor-specific mortgage guidelines
• Proven experience handling complex mortgage files, escalations, and final underwriting decisions
• Strong analytical, credit-risk assessment, and decision-making skills
• Demonstrated ability to manage teams, meet SLAs, and deliver results under tight mortgage turn-time requirements
• Excellent communication, coaching, and stakeholder management skills
• Proficiency in MS Excel and PowerPoint for mortgage performance reporting

What You’ll Do

As an Operations Team Lead – Mortgage Account, you will:

Leadership & Oversight

• Supervise, coach, and mentor a team of Mortgage Underwriters
• Ensure strict adherence to mortgage underwriting policies, investor guidelines, and compliance standards
• Allocate workloads, manage capacity, and maintain SLA and TAT compliance
• Conduct regular quality audits on mortgage files and provide actionable feedback

Process & Escalation Management

• Serve as the escalation point for complex mortgage underwriting cases
• Provide final underwriting recommendations or decisions as required
• Ensure consistent application of mortgage credit standards across the team
• Collaborate with Operations, QA, and Training teams to improve mortgage workflows and resolve bottlenecks

Performance & Reporting

• Monitor and track mortgage KPIs including quality scores, productivity, and turnaround time
• Prepare and present weekly and monthly mortgage performance reports to management
• Identify trends, risks, and improvement opportunities within the mortgage account

Training & Development

• Identify skill gaps among mortgage underwriters and coordinate targeted training
• Keep the team updated on changes in investor guidelines, regulatory requirements, and mortgage best practices
• Lead coaching sessions, daily huddles, and performance reviews

Stakeholder Communication

• Act as the main point of contact for client and internal mortgage-related escalations
• Participate in calibration sessions to ensure alignment with client and investor expectations
• Support continuous improvement initiatives within the mortgage account

Company Benefits

• Competitive salary package
• Performance incentives
• HMO coverage (Day 1)
• Paid training and career advancement
• Supportive and inclusive leadership team
• Growth opportunities within a fast-expanding Mortgage account
• Employee engagement programs and workplace perks

Onsite Application Schedule

Date: Monday to Friday

Time: 10:00 AM – 4:00 PM (Please note that holidays may affect office hours.)

Location: GF, 1Nito Tower, Archbishop Reyes Avenue, Cebu City

What to Bring for Onsite Application:

• A copy of your resume

• A pen

• A valid ID for identification