Deputy Manager - Operations (with US Mortgage/ Financial)

E-Solutions IT Services

On-site — Quezon City. 3‑5 years experience. Diploma. Full‑time.

Job Description

We are seeking an experienced Deputy Manager – Operations to lead a voice-based team supporting US mortgage customers. This role is responsible for driving team performance, managing customer interactions related to billing, payments, and escrow, and ensuring high-quality service delivery aligned with client expectations. The ideal candidate has strong people management experience, can handle escalations effectively, and is capable of implementing process improvements while working in a fast-paced, night shift environment.

Key Responsibilities

• Handle voice-based customer service for US mortgage clients, including upselling opportunities
• Manage agents’ concerns related to billing, payments, escrow, and complaint resolution
• Ensure adherence to ...