Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

Point's Operations Associate Program is a structured, accelerated pathway for high-potential early-career professionals to build a career in fintech operations. Over eight intensive weeks, you'll train across five critical production functions (Valuations Underwriting, Production Underwriting, Processing, Closing, and Funding) before moving into a full-time role aligned to your strengths and where the business needs you most.

The program is established and growing. Associates who come in curious, work hard, and take the training seriously leave with a level of operational fluency that typically takes years to build elsewhere — and the highest performers don't stop there. Mentorship, training support, and team leadership opportunities are real outcomes for people who earn them.

If you're early in your career and want to accelerate it, this is how.

Your responsibilities

• Learn. Go through an eight-week training program built around how real work gets done — not theory. Each week covers a different function, so you understand the full picture before you specialize.
• Practice. Work through simulated files, observe production team members doing live work, and build hands-on skills you'll use from day one in your role.
• Collaborate. Train alongside a cohort of peers starting at the same time. You'll learn from each other as much as from the program itself.
• Transition. At the end of the program, move into a full-time production role based on how you performed, what you're strong at, and where the team needs you.
• Deliver. Show up professionally and consistently, working U.S. Pacific Time hours (12 AM–9 AM Manila). Training is fully in-office. After the program, associates follow the hybrid schedule of their production team.

About you

• Bachelor's degree in Business, Economics, Finance, Analytics, Math/Statistics, or a similarly rigorous field. Other majors are welcome if analytical ability and communication skills are strong.
• 0–3 years of professional experience. Fresh graduates are encouraged to apply; internship or BPO/operations experience is a plus.
• Strong written and verbal communication skills in English; able to synthesize and present information clearly.
• Proficiency in Microsoft Office and/or Google Workspace; comfortable working with data and drawing conclusions from it.
• Demonstrated adaptability and initiative — able to learn quickly, take direction, and operate independently.
• Professionalism under pressure: reliable, organized, and accountable to commitments.
• Commitment to working U.S. Pacific Time hours, including on-site training for the full program duration.
• Growth orientation and long-term career intent. High performers have opportunities to advance into mentorship, training support, and team leadership roles.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.

Philippines Data Privacy Statement

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

We are seeking a seasoned Risk & Compliance leader to build and scale our Philippines-based risk and compliance function as part of our branch integration strategy. This role will play a critical part in ensuring local regulatory adherence, strengthening internal controls, and enabling sustainable growth in a dynamic fintech environment. You will partner closely with global stakeholders to localize frameworks, manage regulatory relationships, and embed a strong culture of risk awareness across the organization. This is a high-impact leadership role with direct influence on operational integrity and business expansion in the region.

Your responsibilities

• Lead and oversee the Philippines risk, compliance, and regulatory affairs function across financial, labor, and local regulatory domains
• Serve as the primary point of contact with key regulators, including BSP, AMLC, DOLE, NPC (Data Privacy), BIR, SEC (if applicable), and local government units (LGUs)
• Ensure compliance with DOLE requirements, including labor standards, employment practices, workplace policies, and statutory reporting
• Oversee business permits, licenses, and local compliance requirements (e.g., Mayor’s permits, barangay clearances, PEZA/BOI if applicable)
• Lead regulatory submissions, audits, inspections, and examinations across all governing bodies
• Design and implement compliance frameworks, policies, and internal controls aligned with both global standards and Philippine regulations
• Drive enterprise risk management practices, including risk identification, mitigation, and reporting
• Partner with Legal, HR, Finance, and Operations to ensure end-to-end regulatory compliance across employee lifecycle, taxation, and business operations
• Lead internal audits, compliance reviews, and remediation efforts for regulatory findings
• Monitor regulatory changes across financial services, labor, tax, and local governance; advise leadership on impact and required actions

About you

• 5+ years of experience in compliance, risk, or regulatory roles within financial services, fintech, or regulated industries
• Strong working knowledge of the Philippine regulatory landscape including DOLE labor laws, BIR tax compliance and LGU requirements
• Experience working with PEZA, BOI, NPC or other investment promotion agencies
• Proven experience managing multi-agency regulatory engagements, audits, and inspections
• Experience building or scaling compliance frameworks across both financial and operational domains
• Strong understanding of employment compliance, workplace regulations, and statutory benefits administration
• Demonstrated ability to operate in a fast-paced, evolving environment with high accountability
• Excellent stakeholder management skills with the ability to influence senior leadership and cross-functional teams
• High integrity, sound judgment, and strong problem-solving capabilities

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.

Philippines Data Privacy Statement

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

The Salesforce Business Systems Analyst will assist in managing the technologies and processes that make our account management and support teams more effective. Your work will be varied and challenging, including: process and business analysis, CRM management, marketing automation, sales enablement, quantitative analysis, technology evaluation, and team education. You will work closely with leaders from the marketing and production teams to help manage parts of our technology stack, including, but not limited to, Salesforce, telephony tools, and marketing automation tools.

Your responsibilities

• Assist in managing parts of the marketing and production team’s technology stack, including, but not limited to, Salesforce, telephony tools, and marketing automation tools.
• Partner with the engineering team to configure integrations between Points' proprietary systems and the Salesforce ecosystem, ensuring stability of the systems.
• Review and analyze current ops processes, and find opportunities for improvement.
• Develop advanced Salesforce functionality leveraging Apex coding, Flows, LWC, etc. 
• Push the envelope with AI integrations leveraging Salesforce Einstein, Data Cloud, RAG models, and external AI services.
• Work closely with business analyst leads and ops leadership to identify pain points and opportunities that can be addressed with new tools and enhancements.
• Support the business analyst leads in identifying and evaluating technologies that might improve the ops team's efficiency, resolve pain points, and improve effectiveness.
• Conduct regular training for the team on new solutions, technical updates, and process changes.
• Build and automate reporting for account management and ops leadership
• Partner with the training team to implement and expand our learning management system.

About you

• 3–5+ years of Salesforce development experience, including Apex, Lightning Web Components (LWC), and Flow.
• Strong hands-on experience with Apex, Triggers, and Flows, with the ability to design scalable solutions.
• Proficiency in web technologies such as HTML, JavaScript, Ajax, and XML.
• Experience working across Salesforce platforms, including Sales Cloud and Service Cloud (experience with Data Cloud, Einstein Analytics/Conversation Insights, and AgentForce is a plus).
• Proven experience integrating Salesforce with external systems using AWS, REST/SOAP APIs, Platform Events, or Change Data Capture.
• Salesforce Certified Administrator credential or equivalent practical experience.
• Familiarity with marketing automation tools, particularly Salesforce Marketing Cloud, preferred.
• Experience with telephony systems, including IVR setup and CRM integrations, preferred. 
• Strong problem-solving skills with a structured and analytical approach.
• Effective communicator with strong verbal and written skills.
• Collaborative and team-oriented, with a process-driven mindset.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.

Philippines Data Privacy Statement

Location

This role will be based on-site for the first 90 days, with the opportunity to transition to a hybrid work arrangement thereafter.  Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC.

Role Hours

The expected working hours for this position are approximately 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).  For this role, our team works staggered schedules between 9:00 PM – 9:00 AM Philippine Time. We aim to accommodate your preferred hours whenever possible.

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

The sales & customer experience team focuses on helping homeowners with new product inquiries, updates on their applications, and follow up through emails, chat, voicemails, and inbound phone calls. They spend the majority of their time working with customers on the phone or through email and chat responses. This is a group full of team players who maintain a high quality of work in a fast-paced and nuanced environment as they work to deliver a great customer experience.

Your responsibilities

• Act as the first point of contact to a homeowner through email, chat, or inbound calls to Point
• Educate homeowners on Point’s products and the application process
• Respond and support our homeowners in the following scenarios;
• Questions, concerns, and feedback
• Providing updates to the application status
• Underwriting requests
• Booking product calls for Account Managers 
• Post-Funding calls with Homeowners
• Prioritize availability for homeowners to interact with Point and respond to inquiries. 
• Assist with pilot programs and various initiatives to increase conversion or improve customer experience.
• 80%+ of your time will be devoted to communication via phone and email.

About you

• 1+ year of customer service experience, ideally in financial services.
• Strong written and verbal communication skills with a customer-first mindset.
• Comfortable engaging with customers by phone, email, and chat.
• Tech-savvy and experienced with Google Suite, Slack, and Salesforce.
• Organized and detail-oriented with strong problem-solving skills.
• Team player who brings energy, empathy, and professionalism to every interaction.
• Motivated, proactive, and eager to deliver an exceptional experience for homeowners.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.

Philippines Data Privacy Statement

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

We’re looking for a proven people and operations leader to join Point as Senior Manager, Customer Experience, based in our Manila office. This role leads our ~50 person Customer Experience organization that is responsible for inbound homeowner communications across phone and email, as well as targeted outbound and administrative support that directly enables our sales motion.

Customer Experience at Point is a core part of how we convert interested homeowners into funded customers. As Senior Manager, you’ll be accountable for delivering fast, high-quality support at scale while ensuring the team consistently reinforces Point’s sales motions through disciplined follow-ups, document collection, and appointment coordination.

Your responsibilities

• Lead and scale Point’s Manila-based Customer Experience organization, managing managers and team leads and owning end-to-end performance across all inbound and outbound support channels (phone, text, chat, and email).
• Set and enforce high standards for service quality and execution, ensuring strict SLA adherence, high CSAT, and consistent homeowner experiences while actively supporting Point’s sales motions through follow-ups, document collection, and appointment coordination.
• Partner closely with Sales leadership to align on priorities, escalation paths, and shared homeowner outcomes, ensuring Customer Experience efforts directly contribute to funding conversion.
• Run the business using data and performance metrics to identify issues, improve efficiency and quality, and surface recurring homeowner friction and operational insights to Product and Operations.
• Act as a senior leader in the Manila office, setting high standards for execution, accountability, and cross-functional collaboration.
• Build and sustain a strong leadership bench by coaching managers, setting clear expectations, and supporting workforce planning and succession to ensure long-term scalability.

About you

• 8+ years of progressive leadership experience in customer support or contact center operations, with 2+ years managing managers or team leads.
• Proven leader of large, high-volume support teams in Manila, with a strong understanding of the local talent market and leadership expectations.
• Data-driven, execution-oriented operator who runs metric-based teams focused on SLA adherence, CSAT, and consistent quality at scale.
• Strong understanding of how Customer Experience supports sales motions and influences revenue outcomes.
• Confident, effective communicator who can partner with Sales leadership and manage senior peers.
• Comfortable in fast-growing, evolving environments; thrives when structure is still being built.
• Excellent written and verbal English communication skills.
• Experience supporting high-consideration or financially complex products, where customer interactions influence conversion or funding outcomes, is a plus.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.
• Global Experience: Collaborate with an international team and learn from global practices.

Philippines Data Privacy Statement

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

The Senior Process Quality Associate is responsible for evaluating and strengthening quality standards across customer interactions and operational workflows. This role ensures consistent adherence to defined processes for calls, chat, email, and administrative tasks, while generating actionable insights that drive measurable performance improvement. As part of the broader Business Process Management Organization, the Process Quality Analyst partners with Team Leads and stakeholders to identify trends, support coaching initiatives, and reinforce a culture of operational excellence and accountability.

Your responsibilities

Quality Monitoring & Evaluation

• Conduct structured evaluations of customer interactions (calls, chat, email) and operational workflows (e.g., order placement, task execution) using standardized scorecards.
• Assess compliance with internal policies, process standards, service expectations, and quality benchmarks, including adherence to newly implemented or updated processes.
• Monitor and validate adoption of process changes, identifying gaps in execution, understanding, or consistency during transition periods.
• Ensure consistency, fairness, and objectivity in all evaluations.
• Utilize and assess QA software platforms and reporting tools to ensure accurate data capture, scoring integrity, and actionable insights.

Trend Analysis & Insight Generation

• Analyze quality data to identify performance trends, recurring errors, and systemic gaps.
• Perform root cause analysis to uncover underlying drivers of quality issues.
• Prepare and distribute weekly and monthly quality reports highlighting key insights, strengths, risks, and actionable recommendations for Team Leads and other stakeholders.

Calibration & Quality Governance

• Coordinate and facilitate regular calibration sessions to ensure scoring alignment and consistency across stakeholders.
• Contribute to the refinement and continuous improvement of scorecards, monitoring frameworks, and quality standards.
• Maintain proper documentation of quality reviews and calibration outcomes.

Coaching & Performance Enablement

• Partner with Team Leads and other stakeholders to provide targeted, data-driven feedback that supports effective coaching strategies.
• Conduct QA discussions, quality refreshers, and reinforcement sessions to strengthen team performance and adherence to defined processes.
• Highlight training gaps and collaborate with relevant teams to address skill development needs.

Cross-Functional Collaboration

• Provide quality insights to Process Improvement, Training, Compliance, and Operations teams to support continuous improvement initiatives.
• Escalate systemic process risks and recommend improvements aligned with operational excellence goals. 

• Perform other duties aligned with process governance and quality improvement initiatives.

About you

Required:

• 5+ years of experience, with 2+ years of experience in Quality Assurance, Operations, Process Governance, or a related field.
• Experience evaluating customer-facing interactions and/or back-office operational tasks using structured scorecards.
• Demonstrated ability to analyze performance data and translate findings into actionable insights.Bachelor’s degree in Business, Operations, or a related discipline (or equivalent practical experience).
• Strong written and verbal communication skills.Proficiency in Google Suite, Slack, and Salesforce.

Preferred:

• Experience in a regulated, real estate, mortgage, or high-compliance environment.
• Exposure to calibration facilitation and coaching partnership models.
• Familiarity with CRM systems (e.g., Salesforce) and QA monitoring tools.

SKILLS

• Quality Evaluation & Process Adherence: Ability to assess execution against defined operational standards.
• Data Analysis & Reporting: Strong analytical capability to interpret data, identify trends, and present insights clearly.
• Root Cause Analysis: Structured problem-solving skills to identify underlying drivers of performance gaps.
• Stakeholder Communication: Ability to deliver constructive feedback and influence without direct authority.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.
• Global Experience: Collaborate with an international team and learn from global practices.

Philippines Data Privacy Statement

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

We are seeking a motivated and detail-oriented Senior Manager to lead our Manila Production teams within Home Equity Investments (HEI). The Senior Manager, Operations will create structure, instill discipline, and elevate performance across multiple teams. This role goes beyond maintaining operations; it is about building a strong leadership layer that drives consistent results, fosters innovation, and ensures long-term scalability.

This role is ideal for a hands-on, strategic leader who thrives in fast-paced, high-growth environments and is passionate about building teams that deliver excellence at scale.

Your responsibilities

Leadership & People Management

• Provide strategic direction and oversight to multiple operational teams through effective management of managers.
• Mentor, coach, and develop direct reports, fostering leadership skills and ensuring accountability across all levels.
• Build a high-performing culture by setting clear expectations, promoting collaboration, and recognizing achievements.
• Support the design and execution of workforce planning, recruitment, and succession initiatives that strengthen organizational capacity and long-term scalability.

Operational Excellence

• Oversee daily operations across key functions (Valuations Underwriting, Underwriting, Processing, Closing, and Funding).
• Ensure processes and systems are efficient, standardized, and scalable to meet the needs of a growing technology-enabled operational model and a world-class investor experience. 
• Drive continuous improvement initiatives, leveraging data and feedback to optimize service delivery and outcomes.

Stakeholder Engagement

• Build and maintain strong working relationships with internal and external stakeholders.
• Serve as an escalation point for complex operational issues, ensuring timely resolution and effective communication.

Strategic & Financial Management

• Translate organizational strategy into operational plans with measurable objectives and outcomes.
• Monitor key performance indicators (KPIs) to track progress and inform decision-making.

Change & Innovation

• Lead organizational change initiatives to enhance operational resilience, agility, and adaptability.
• Champion innovation in processes, systems, and technology to enhance employee and homeowner experience.
• Ensure change management practices are embedded within teams to minimize disruption and maximize adoption.

About you

• 8 + years of progressive leadership experience in BPO, fintech, or financial services, including at least 3–5 years as a manager of managers.
• Background in U.S. mortgage, lending, or financial technology preferred.
• Demonstrated ability to collaborate effectively across global teams, ensuring seamless coordination and delivery in geographically dispersed environments.
• Demonstrated ability to coach and develop managers/team leads, ensuring they, in turn, build high-performing frontline teams.
• Strong background in managing production/operations, with direct responsibility for meeting and exceeding KPIs and SLAs.
• Proven experience in identifying bottlenecks, redesigning workflows, and implementing process improvements that materially improved results.
• Clear history of driving business outcomes under tight deadlines and with measurable impact (e.g., efficiency gains, error reduction, faster turnaround times).
• Hands-on experience managing CX in an origination/production context, with the ability to balance speed, accuracy, and client satisfaction.
• Experience scaling teams from <100 to 200+ while maintaining performance standards preferred.
• Familiarity with forecasting, capacity planning, and workforce optimization preferred.
• Strong ideation and ability to introduce new tools, systems, or strategies that improve productivity or customer satisfaction.
• Passion for employee engagement, retention, and professional development; evidence of reducing attrition and building a strong culture at scale.
• Data-driven decision-maker with a track record of using metrics, dashboards, and reporting to drive accountability and continuous improvement.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.
• Global Experience: Collaborate with an international team and learn from global practices.

Philippines Data Privacy Statement