Operations Manager, Home Lending - Closing

Department Overview:

• 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.

• Wells Fargo is seeking to hire Operations Managers (VP Level) to be part of our Home Lending Closing Operations. The role is responsible for activities that support the operational infrastructure, performance, and efficiency.

• 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

• 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

• 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

• The candidate must be willing to work within US hours or night shift
• The candidate must be amenable to work on hybrid set-up (3x2), Mckinley Hills, Taguig
• Demonstrated knowledge/background in Closing including, CD TRID Regulation, Type of Payoff/calculation, Homeowner insurance, Vesting, State specific signature requirements & understand of Tax/HOI payment
• Excellent Spoken and written communication skills
• Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve mortgage closing conditions
• Ability to 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