Sutherland: Senior Team Manager - Mortgage — Mabalacat City, Central Luzon, Philippines

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Senior Team Manager - Mortgage in Mabalacat City, Central Luzon, Philippines, under reference REF47978L. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 20 October 2026
• Brands: Sutherland

Responsibilities and work described

• Sutherland is seeking a Senior Team Manager to lead a Mortgage Communication Desk team responsible for delivering timely, accurate, and professional support throughout the loan lifecycle
• This role serves as the operational lead for communication-related activities, ensuring customer experience, stakeholder engagement, and consistent achievement of service-level targets
• The ideal candidate is an experienced people leader with a background in mortgage, banking, financial services, or BPO operations and a passion for driving team performance and operational excellence
• Management: the day-to-day operations of the Communication Desk
• Lead, coach, and develop a team of communication specialists to achieve performance goals
• Quality / delivery: all customer and stakeholder inquiries are addressed accurately and within established service levels
• Monitoring: communication channels, including calls, emails, and voicemails, to maintain service quality and responsiveness
• Handle escalated concerns and drive timely resolution of complex issues
• Collaboration: with cross-functional teams to support smooth loan processing and servicing activities
• Tracking: and analyze operational metrics, including productivity, quality, SLA performance, and backlog management
• Identify and implement process improvements to enhance efficiency and customer satisfaction
• Quality / delivery: compliance with company policies, client requirements, and data privacy standards
• Types of Inquiries Supported
• Loan Status Updates
• Welcome and Follow-Up Calls
• Document Collection and Follow-Ups

Essential requirements and candidate background

• Bachelor's degree or equivalent work experience
• At least 3 years of leadership experience in Mortgage, Banking, Financial Services, BPO, or Customer Service Operations
• People management and stakeholder management skills
• Experience managing SLA-driven operations and performance metrics
• Ability to lead teams, drive results, and manage escalations
• Communication, problem-solving, and decision-making skills
• Proficiency: Microsoft Office and reporting tools
• What You'll Bring
• Leadership and coaching capabilities
• Customer-focused mindset
• Verbal and written communication skills
• Manage multiple priorities in a fast-paced environment
• Data-driven decision-making skills
• A continuous improvement and operational excellence mindset

Preferred experience and additional strengths

• Mortgage industry experience is highly preferred

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: On-site
• Advertised location: Mabalacat City, Central Luzon, Philippines

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Senior Team Manager - Mortgage vacancy is not an offer for reference REF47978L; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF47978L.

Compare your qualifications and experience with the essential conditions for the Mabalacat City, Central Luzon, Philippines position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: process improvement

For process-improvement work, explain the starting problem and the evidence that guided the change. Describe what you altered, how the result was checked and whether the improvement was sustained.

Relevant skills

• MS Office
• process improvement
• compliance
• banking
• stakeholder management
• communication
• pricing
• customer support