Operations Manager, Wells Fargo

Wells Fargo

Location:
Philippines, Taguig City

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo US Home Lending is on a mission to help more individuals and families, especially in minority communities achieve the dream of homeownership. As we enter an exciting growth phase, we’re building a powerhouse team in Manila to be part of our pioneer workforce to deliver exceptional service, drive innovation, and shape the future of Home Lending Operations in the Philippines.

Job Responsibility:

Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area
Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance
Engage stakeholders and internal partners associated within the Operations area
Work independently on moderately complex issues and projects
Identify opportunities for process improvement and risk control development and escalates issues to more experienced management
Provide training, performance, evaluation and coaching of less experienced team
Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
Provide responsibility for budget and financial performance
Collaborate and influence all levels of professionals including more experienced managers
Lead team to achieve objectives
Manage allocation of people and financial resources for Operations
Mentor and guide talent development of direct reports and assist in hiring talent
Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve mortgage closing conditions
Conduct clear and customer centric telephone conversations to explain underwriting decisions, documentation requirements and next steps in the mortgage process
Effectively handle both inbound and outbound calls maintaining high levels of responsiveness and timely follow ups
Demonstrate active listening skills to accurately capture information and address concerns
Maintain accurate call logs, documenting key points and outcomes of the telephonic conversations for audit purposes
Collaborate cross functionally with Processing, & Sales teams for seamless communication and customer satisfaction

Requirements:

4+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years of leadership experience

Nice to have:

Preferred US Mortgage overall professional experience of 8+ years
Understanding of US Mortgage process & related TRID regulations
Experience in managing US Mortgage Closing process is a must
MS Office Proficient & Data Analysis
Experience in Customer Telecommunication Contact within a Financial Services Environment, Financial Services Operations, Closing Underwriting, and Quality Assurance experience, or equivalent
College graduate, preferred
Excellent spoken and written communication skills

Additional Information:

Job Posted:
August 08, 2025

Expiration:
August 30, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Operations Manager