Lead - SD Management (SME) | US Mortgage
Full-time
Sutherland
About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
About the Role
The Lead – SD Management (SME) plays a critical role in driving capability building, performance excellence, and operational readiness within the Mortgage Servicing line of business. This role is responsible for designing and delivering training programs, conducting deep performance analysis, and partnering with cross-functional teams to improve productivity, quality, and customer experience outcomes.
You will act as a subject matter expert (SME) and performance enabler , ensuring frontline teams are equipped with the knowledge, skills, and tools needed to succeed in a fast-paced BPO mortgage servicing environment.
Key Responsibilities
Performance Management & Coaching
- Conduct floor support, real-time coaching, and side-by-side interventions to drive agent performance improvements
- Identify skill gaps and behavioral opportunities through call listening, audits, and trend analysis
- Provide structured feedback and action plans to improve quality, productivity, and compliance metrics
Data Analysis & Insights
- Analyze performance data (KPIs, scorecards, QA reports) to identify trends, risks, and opportunities
- Translate insights into actionable recommendations and targeted training interventions
- Support leadership with performance reporting and root cause analysis
Stakeholder Management & Collaboration
- Partner with Operations, Training, Quality, and Client stakeholders to align on performance goals and initiatives
- Support process transitions, updates, and new program launches , ensuring smooth knowledge transfer
- Communicate effectively with stakeholders to resolve escalations and drive continuous improvement
Process Improvement & Compliance
- Ensure adherence to US Mortgage Servicing guidelines, regulatory requirements, and company policies
- Recommend and implement process improvements to enhance operational efficiency and reduce errors
- Contribute to a culture of continuous learning, accountability, and excellence
Qualifications
Required Skills & Experience
- Strong analytical and problem-solving skills with the ability to interpret data and identify trends
- Excellent communication skills (verbal and written) with the ability to influence stakeholders
- Proven leadership and coaching experience in a BPO or shared services environment
- Strong stakeholder management and collaboration skills
- Ability to manage multiple priorities in a fast-paced, dynamic environment
Preferred Skills
- Background in US Residential Mortgage Servicing (Voice) is required
- Familiarity with performance management tools, QA frameworks, and LMS platforms
Additional Information
Internal Candidate Requirements
- Minimum 12 months tenure in the current role
- Most recent performance rating of “Meets Expectations” or higher
- No active disciplinary action within the last 6 months
Vacancy posted 8 hours ago
Similar jobs that could be interesting for youBased on the Lead - SD Management (SME) | US Mortgage in Angeles City vacancy
- ...are key factors of success. For us, they’re our core expertise. We... ...value proposition through market-leading technology and business process excellence... ...We're scaling a fast-growing mortgage servicing operation and need a Quality Manager who can turn customer experience...
- Position Title: Mortgage Broker Assistant Work Set-up: Work from Home/Work from Office... ...the next step in your career journey with us and become an integral part of a dynamic... ...Boomering: Boomering is an ISO-certified, leading BPO company in Clark Freeport Zone,...
- ...accounting professional looking to step into a leadership role within a US accounting environment. As an Accounting Supervisor, you will... ...closely with stakeholders across the business. Beyond managing accounting processes, you'll have the opportunity to drive improvements...
- ...we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it. About the Role You'll join a US team to support pooling operations across our US-based client portfolio. This role is hands-on with transaction processing, reconciliations...
- ...partnerships. The Role The Experienced Recruiter partners with US-based Recruiters to identify and engage talent for experienced-... ...candidates for niche and high-priority roles. Pipeline Management: Build and maintain talent pools for recurring roles to reduce...
- ...we treat it like it. About the Client Our client is a US-based professional services firm specialising in CFO, accounting... ...building out R&D credit studies end-to-end, and working closely with managers and clients to keep engagements on track. If you're a tax...
- ..., and we treat it like it. About the Client Our is a leading U.S.-based fractional finance firm trusted by over 800 venture-... ...accounting role where the relationship is part of the job. You'll manage day-to-day bookkeeping and accounting for a portfolio of U.S....
- ...nonprofits, and high-net-worth individuals. The Role As a US Tax Associate, this role supports the preparation of individual,... ...financial data and tax filings Communicate with senior staff and managers on technical tax matters and client issues Ensure timely...
- ...seat — not a title bump, but not an unreachable bar either. You'll manage accounting for 15+ U.S. clients, run month-end close end-to-end,... ...journal posting, journal entries, and reconciliations Lead month-end close end-to-end: recons, accruals, AJEs, self-review,...
- ...Position Title: US Accountant for Construction Industry Work Set-up: WFH Salary: Php... ...Construction Accounting & Job Costing • Manage all project-based accounting activities, including... ...Financial Reporting & Month-End Close • Lead month-end and year-end closing activities....
- ...experienced audit team. What You'll Do Leads teams of two to four associates,... ...interpersonal and communication skills ~ Managing multiple audit client engagements throughout... ...accounting experience ~ Understanding of US GAAS and US GAAP ~ Experience with public...
- ...solving skills. High level of accuracy and attention to detail. Effective written and verbal communication skills. Ability to manage multiple deadlines and prioritize tasks effectively. Proficiency in Microsoft Excel and accounting or tax software....
- ...offshore team to support their tax preparation and compliance function. This role exists to handle a high volume of moderate to complex US tax returns — freeing up their senior team to focus on advisory and client relationships. The Role This is a hands-on tax...
- ...nonprofits, and high-net-worth individuals. The Role As a Junior US Tax Associate, this role supports the preparation of individual,... ...and documentation Collaborate with senior associates and managers to resolve tax-related queries What We're Looking For...
- ...JOB DESCRIPTION FOR Lead Generation Specialist As a Lead Generation Specialist, you will... ...an assigned portfolio of Councils. • Manage email and call outreach campaigns using tools... ...then what are you waiting for? Come join us! Your love for Boomering will jump-start...
- ...Position Title: Lead Scraper / Lead Generation Specialist Work Set-up: Onsite Salary: Php.30,000 Holiday: US Responsibilities as a Lead Scraper / Lead Generation Specialist... ...• Work closely with Sales, Support, and Management teams to ensure lead quality supports...
- ...are key factors of success. For us, they’re our core expertise. We... ...value proposition through market-leading technology and business process excellence... ...We're scaling a fast-growing mortgage servicing operation and need a Quality Manager who can turn customer experience...
- ...across both streams. The Role As Project Lead, you’ll own delivery coordination across... ...to a fast-moving team — and you’ll help us turn growth into freedom rather than... ...~ Partner with the Senior Enablement Manager on capacity planning and prioritisation What...
- ...Position Title: Operations & Client Success Lead Work Set-up: Work From Home Schedule: Part-Time / 8:00 AM-12:00 NN Salary... ...balancing operational oversight with hands-on client relationship management. In this role, you will serve as the primary point of...
- ...bring initiatives to life — from webinars and email campaigns to lead generation programs. As the team scales, they're looking for... ...’ll work directly with the Marketing Head to execute campaigns, manage creative output, and keep the team running at a high standard. In...
- ...Job Description for Lead Generation Specialist M-F, 7:00 am to 4:00 pm, Onsite (Satellite Office) PH Holidays Salary: Php... ...meetings for the Business Development or Sales team. 4. CRM Management Maintain accurate prospect and lead information in the CRM system...
- ...People First. The Senior Process Excellence Lead is a hands-on leader responsible for... ...satisfaction. Key Responsibilities Lead and manage a portfolio of process improvement... ...any part of the hiring process, please let us know. We invite you to explore all...Remote job
- ...HIRING: SALES TEAM MANAGER We are looking for a highly motivated and organized professional who can lead and support our lead generation team while helping us build a strong and consistent sales pipeline. Responsibilities Lead, coach, and motivate a team of sales...
- ...About the Role The Assistant Sales Manager leads and motivates the Sales Acquisition team composed of sales executives to meet and exceed team and individual goals. He/She is expected to build a high achieving sales acquisition team to identify sales leads, pitch...
- ...Position Title: Council Relations Manager Work Set-up: Hybrid Schedule: 9AM – P6M PHT Holidays: Philippine Holidays Position... ...this sounds like you, then what are you waiting for? Come join us! Your love for Boomering will jump-start with these meaningful...
- ...work environment is guaranteed! Responsibilities: Own and manage a portfolio of clients, demonstrating project management skills with... ...Know someone who'd be perfect for this role? Refer them to us through the link below and get rewarded via Gcash for every successful...
- ...Team Leadership & Oversight: Oversee and manage a team of compliance auditors (staff... ...monitor, track, and address risks that may lead to fraud and loss of client trust. Develop... ...any part of the hiring process, please let us know. We invite you to explore all...
- ...People First. What does an Operations Manager do? Think of yourself as the leader of... ...operations and management roles • Skills in leading and managing an operations team • Good... ...part of the hiring process, please let us know. We invite you to explore all...
- ...remote position. Business Development Manager – Insurance (AU Market) Work Setup:... ...while managing the full sales cycle from lead generation through to conversion. We are... ...• Driven to exceed targets WHY JOIN US? • Work with an established Australian insurance...
4 - 5 $ per hour
...Virtual Assistants—and right now, we’re building a priority pool of Lead Generation Specialists for upcoming client opportunities. If... ...Research and identify potential leads (B2B or B2C) Build and manage lead lists using tools or CRMs Conduct outreach via email,...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Lead - SD Management (SME) | US Mortgage. Be the first to apply!
