Position: Senior Operations Manager

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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