Work hours: On-Site Cebu, Full-time
Time zone: U.S. Business Hours
Initial work schedule: Mondays to Fridays
About Us
Moder was founded in December 2020 with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology. We are a tech-forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries. We like to say we are “by mortgage, for mortgage.” We’re an American-owned company based in the US with offices in India and the Philippines.
The Manager will be responsible for a specific Operations Department managing global day-to-day operating activities, product and service delivery, turn times, SLA Adherence, revenue recognition and growth; expense, cost and margin control, monthly, quarterly and annual financial goal management, group profitability, customer interaction and efficiency and efficacy metrics.
Job Role & Responsibilities
• To deliver to the client – metrics of productivity, quality, and time
• Day to day management and oversight of the business unit’s functioning out of the Philippines operating center
• Running the “Centre of Excellence” delivery ops for production across Philippines
• Maintaining Client Service Level Agreement Standards (SLA’s) & client satisfaction
• Work with Operations and Relationship Managers to identify the client’s needs and implement processes and procedures to meet those needs
• Assess technology needs related to the management, service and quality measurements and related reporting capabilities for internal and customer use
• Maintain internal policy and procedures for management
• Communicate policies, procedures, and industry changes to Affiliate Network
• Review and suggest computer system improvements to technical staff and work to implement
• Implement internal and external procedures and continually update processes to ensure maximum customer satisfaction and efficiency at the lowest cost
• Prepare and deliver performance reviews, coaching, and discipline when necessary
• Hire, train, develop, and motivate staff
• Perform other operational duties as requested
Qualifications & Experience
• Bachelor’s degree in Business, Finance, or other related fields.
• Excellent written and oral communication skills
• 6+ years of experience in a leadership role for contact centers, Mortgage Domain preferably Servicing Operations
• Strong information analysis and ability to interpret capabilities (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
• Exceptional problem solving, task prioritization, follow-up, and quick learner
• Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation
• Good exposure to MS Office (Excel and PPT)
• Confidence and skillful negotiating skills
• Experience starting up a new business in BPO – preferably in BFSI industry a plus
Benefits
Paid Training
Competitive Base Pay
Miscellaneous Allowance Paid Time Off
Paid Holidays
HMO Benefits
Group Life Insurance
Employee Referral Bonus
Excellent Growth and Advancement Opportunities
Application Process:
To apply for this position, please fill-out the application form here:
/forms/d/e/1FAIpQLSdvX0wx99pAXAimWuaKaBwzwUNY1UnzqC-c0EkmuYjxG0t15w/viewform
We will review applications and contact candidates for interviews. Thank you for your interest in this opportunity.
APPLY FOR THIS JOB:
Company: PowerSites
Name: Christine Silao
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