Director of Operations

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.

Moder offers end-to-end or component-based outsourcing. We can do everything from managing one off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who've been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.

We're a company based in the US with offices in India, and the Philippines.

Roles and Responsibilities

As an Operations and People leader for the US Mortgage Originations team, you will be a critical figure in driving Originations process and domain knowledge across all teams. Along with heading the Originations team, your role will involve managing the team's performance on contractual SLA's and fostering a strong and motivated team environment.

Manage a team of Mortgage originations analysts, trained across multiple queues and processes such as Customer Support Specialist, Processing & Processing Support, Closing, Scheduling, Verification of Employment, etc.

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.

Being a US Mortgage Originations Lead, the role will require to 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

Qualification & Experience

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

Strong inter-personal skills to drive the team to meet increasing demand and objectives.

University degree in a relevant discipline, or a professional qualification.

General knowledge on different processes and sub processes in US Mortgage

Ability to work under pressure in handling time critical deliverables, expertise and drive a large team with accuracy.

Confident, well-rounded, methodical person with strong analytical skills

Self-motivated, pro-active and have the ability to work consistently and efficiently to achieve goals, either as an individual or as part of a team

Attention to detail and accuracy is essential

Task orientated and inquisitive in nature

Mortgage compliance / risk management

Pipeline management

Performance management accountability (financial, SLA, production, quality)

Excellent communication skills

Effective process management / process redesign / change management

Strong leadership skills

Work Schedule: Graveyard shift

Work Location: 1Nito Tower, Cebu City / JDN Square, Mandaue City

Open to relocation in Cebu, Philippines. (Filipino citizens only)

Can start ASAP