Manager, Mortgage Servicing at Manulife in Quezon City

Job description

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 processe