VP Servicing Ops

Job Overview

The VP of Operations is accountable for overseeing the Business Unit's day-to-day operations, ensuring efficient product and service delivery, adherence to turnaround times and service-level agreements (SLAs), accurate revenue recognition, and sustainable business growth. The role is responsible for managing expenses, controlling costs, optimizing margins, achieving monthly, quarterly, and annual financial targets, driving overall business unit profitability, and improving customer engagement, operational efficiency, and performance effectiveness.

The position reports to the Head of Servicing Operations and collaborates closely with key operational leaders to drive business performance and achieve strategic objectives.

Job Roles and Responsibilities

• Establishes and monitors quantitative and qualitative performance metrics, benchmarks, and standards to assess the Business Unit's operational efficiency and effectiveness.
• Evaluates existing business processes and procedures, identifies operational gaps, and recommends opportunities for continuous improvement.
• Develops and implements policies, procedures, and operational strategies to enhance day-to-day business performance and productivity.
• Oversees budget planning, execution, monitoring, and forecasting to ensure alignment with revenue targets and financial objectives.
• Drives improvements in customer service delivery and satisfaction through effective policy development, process enhancements, and procedural changes.
• Leads Business Unit operations to ensure consistent delivery of products and services in line with customer expectations and agreed service standards.
• Establishes and strengthens operational procedures, internal controls, and communication channels to ensure effective information flow, accountability, and management oversight.
• Defines performance objectives, prioritizes business initiatives, and allocates resources to support operational priorities and organizational goals.
• Ensures the successful execution of departmental strategies and initiatives related to products, services, and overall business growth.
• Builds and maintains strategic relationships with external partners and vendors, overseeing contractual agreements and ensuring mutually beneficial business outcomes.

Qualifications and Experience

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• At least 17 years of progressive experience in operations management, preferably within a multinational organization.
• A minimum of five years of experience in senior leadership positions within US mortgage servicing operations.
• Proven ability to develop and execute business plans, strategic initiatives, and projects within established budgets and timelines.
• Demonstrated ability to establish trust, maintain credibility, and build strong working relationships with internal stakeholders and business partners.
• Strong executive presence, leadership capabilities, and influencing skills, with the ability to engage stakeholders and drive organizational alignment.
• Excellent analytical, critical-thinking, and problem-solving abilities, with a track record of translating insights into effective business decisions.
• Strong expertise in process management, operational optimization, and data-driven decision-making.
• Comprehensive knowledge of applicable regulatory, compliance, and operational requirements governing US mortgage servicing.
• Highly organized and detail-oriented, with the ability to manage multiple priorities and deliver results in a fast-paced, dynamic business environment.
• Excellent interpersonal, verbal, and written communication skills, with the ability to communicate clearly, collaborate effectively, and influence stakeholders at all levels of the organization

Work Setup:

Shift: Night shift (9pm-6am)
Setup: Onsite
Location: Cebu City

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