Role Description
The Associate Director of Service Operations is a full-time, on-site role based in Cebu, responsible for leading and optimizing service operations across Moder's outsourcing engagements. This role oversees day-to-day operations for customer service and back-office teams supporting U.S. mortgage, insurance, and banking clients, ensuring high levels of service quality, efficiency, and regulatory adherence. The Associate Director will set operational KPIs, monitor performance metrics, and use data to identify trends, issues, and opportunities for process improvement. They will collaborate closely with client stakeholders and internal leaders to align delivery with client expectations, manage escalations, and drive continuous improvement initiatives. This role also includes building and mentoring operational leaders, standardizing workflows, implementing best practices, and coordinating with technology teams to leverage tools and automation that enhance service delivery.
- As an Operations and People leader for the US Mortgage Servicing team, you will be a critical figure in driving Servicing process and domain knowledge across all teams. Along with heading the Servicing team, your role will involve managing the team's performance on contractual SLA's and fostering a strong and motivated team environment.
- Participate with creation, update, and approval of new processes and procedures
- Manage day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business objectives.
- Identify opportunities and develop large scale capabilities to attract new growth and ramps in existing accounts.
- Responsible for interviewing and hiring full-time team members, working closely with internal and third-party recruiters
- Perform monthly one on ones and year end performance reviews with employees
- Aid senior leadership during executive decision-making process by generating insights from daily reports to better assess corrective actions and improvements.
- Deliver positive client experiences by implementing effective quality assurance practices.
- Proactively drive higher client CSAT and explore opportunities for business expansion
Qualifications
- Must have extensive experience in managing operational customer service teams in a servicing operations in a BPO environment.
- Minimum 10-15 years of progressive Operations experience in a multinational organization with at least 2 years of experience in US Mortgage and financial services is a plus.
- Strong background in Operations Management and Service Delivery, with proven experience leading large or multi-site teams in a BPO, shared services, or financial services environment.
- Demonstrated focus on Customer Service and Customer Satisfaction, including the ability to design and refine processes that improve client and end-customer experience.
- Advanced Analytical Skills, including comfort with operational metrics, forecasting, root-cause analysis, and data-driven decision-making.
- Experience working with clients in mortgage, insurance, banking, or related financial services sectors, with an understanding of industry standards and compliance considerations.
- Excellent leadership, people management, and coaching skills, with the ability to develop managers and high-performing teams.
- Strong communication and stakeholder management abilities, including experience handling client escalations and presenting operational results to senior leaders.
- Bachelor's degree in business, operations management, finance, or a related field; an advanced degree or relevant professional certifications are a plus.
- Willingness and ability to work on-site in Cebu and collaborate across time zones with U.S.-based clients and global teams.
