Position: Senior Manager for Operations

Worksite: Philippines


  • Responsible for customer care best practices, compliance adherence, staff training and staff retention
  • Implement industry best practices for strategic growth of the customer care team through continuous improvements in customer experience
  • Coordinate with the Information Technology department to develop data collection processes required to support the REO customer care performance scorecard
  • Analyze and evaluate monthly performance based on identified timeline and quality performance goals
  • Deliver monthly performance scorecards and other supporting reports
  • Identify and communicate opportunities for process and performance improvement
  • Facilitate improving performance through proactive communication and coordination of corporate goals and objectives within the Real Estate Services network

Opening Date: Sep 28, 2016 Closing date: Oct 28, 2016

Gender: Any.

Age: Any.


  • Bachelor’s degree required; Business, Finance or Statistics major a plus
  • 10-15 years to work experience with at least 5-6 years in managing a multi-channel back-office operations
  • Experience in Inventory and Queue Management
  • Experience in managing multiple back-office lines of businesses preferably in Financial and Mortgage Services
  • Experience in designing and managing performance programs is desirable
  • Excellent verbal and written communication skills
  • Outstanding analytical and problem-solving skills
  • Professional demeanor with the ability to effectively communicate with internal and external stakeholders and service providers
  • Proficiency in Microsoft’s Office suite of products (Word, Excel, Access, PowerPoint, and Outlook)
  • Occasional travel required

Job Details:

  • Implement a system of industry best metrics reporting
  • Create and implement a training program for customer care associates
  • Hold customer care organization to daily production requirements including right party contact rates, acceptance rates and call volume

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