Deputy Manager - Operations (with US Mortgage/ Financial), Quezon City

We are seeking an experienced Deputy Manager Operations to lead a voice-based team supporting US mortgage customers. This role is responsible for driving team performance, managing customer interactions related to billing, payments, and escrow, and ensuring high-quality service delivery aligned with client expectations. The ideal candidate has strong people management experience, can handle escalations effectively, and is capable of implementing process improvements while working in a fast-paced, night shift environment.

Key Responsibilities

• Handle voice-based customer service for US mortgage clients, including upselling opportunities
• Manage agents concerns related to billing, payments, escrow, and complaint resolution
• Ensure adherence to process SOPs while multitasking across multiple systems
• Drive process improvements for team members with performance gaps
• Accurately document all customer interactions and resolutions in client systems
• Provide product, policy, and process information during client reviews and escalations
• Support recruitment and training activities when needed
• Collaborate with Team Leaders and stakeholders to ensure smooth operations

• College level with at least 4 years of people management experience as a Supervisor
• Background in financial services or US mortgage account is an advantage
• Experience in client interaction and stakeholder management
• Strong leadership, communication, and problem-solving skills
• Willing to work on a night shift (PST hours)