{"id":3457481,"url":"https://alion.io/job/manulife-manager-mortgage-servicing","title":"Manager, Mortgage Servicing","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":92,"open_postings":118,"ghost_share":0.025,"stale_share":0.169,"repost_share":0.178,"time_to_fill_p50_days":27,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":8444},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-29T12:45:19Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-10T01:35:24Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"The Mortgage Servicing team manages commercial mortgage loans throughout the investment lifecycle. Acting as the primary liaison among borrowers, correspondents, lenders, investors, and business partners, the team ensures compliance with loan and servicing requirements and monitors collateral-related obligations.\nThe Manager is accountable for the timely, accurate, and effective delivery of services in scope and for leading the mortgage servicing team. The role provides operational leadership, manages stakeholder relationships, strengthens risk and control practices, and develops a high-performing team.\nThe position also supports strategic priorities through automation, process improvement, standardization, management reporting, and implementation of scalable operating practices\nPosition Responsibilities:\nLead day-to-day service delivery for Mortgage Servicing team, ensuring agreed quality, timeliness, productivity, compliance, and service-level results.\nDirect workforce planning, prioritization, hiring, coaching, performance management, career development, succession planning, and employee engagement for the team.\nBuild effective partnerships with Business Partners, global function leads, management, and risk partners; lead governance reviews and communicate material production issues, risks, and actions promptly.\nMonitor KPIs and operational trends, prepare management reporting, resolve critical business or system issues, and drive root-cause analysis and sustainable corrective actions.\nMaintain strong operational risk and control practices, ensure audit and compliance readiness, and reinforce process documentation, standardization, and adherence to service agreements.\nLead transformation, automation, process improvement, and migration initiatives, including feasibility, capacity, and resource assessments to improve scalability and efficiency.\nIndividual Accountabilities\nOperational delivery against quality, timeliness, productivity, and service-level commitments.\nWorkforce capacity, prioritization, employee performance, coaching, and talent development.\nTimely escalation and resolution of critical production, system, and control issues. \nImplementation of approved process improvements, standardization, and automation opportunities.\nBalancing variable workloads, resource constraints, and competing priorities while maintaining service quality and meeting critical deadlines.\nResolving complex production, and system issues with limited business disruption and clear communication to stakeholders.\nManaging operational, financial, compliance, and reputational risks while maintaining effective controls in an audit-sensitive environment.\nDriving change, automation, and process standardization across teams and geographies while sustaining stable day-to-day operations.\nAligning expectations and priorities among Business partners, management, and cross-functional partners operating across multiple time zones.\nKey Shared Accountabilities\nService-level standards and KPI achievement with Business partners.\nRisk, compliance, audit, and remediation outcomes with risk and control functions. \nTransformation, migration, and strategic priorities with operations leadership and business partners.\nProvides leadership and oversight for approximately >20 FTEs across Commercial Mortgage Operations and third party Genpact.Influences cost efficiency, scalability, control effectiveness, and business continuity through workforce management, automation, process improvement, and transformation initiatives.\nRequired Qualifications:\nBachelor's degree in Finance, Business Management, Business Administration, Accounting or a related field.\nAt least five years of relevant experience in Mortgage Operations, Private Markets, Investment Operations, Asset management, or financial services.\nExperience in Commercial mortgage servicing, Private Markets or Investment Operations, transaction processing, or reporting.\nStrong understanding of end-to-end operational processes, controls, service levels, and dependencies.\nKnowledge of operational risk, audit methodologies, control frameworks, and compliance requirements.\nAbility to identify, escalate, mitigate, and resolve operational risk and control issues.\nProficiency in Microsoft Office, including advanced Excel capability, and experience using business-critical investment or accounting systems.\nAbility to navigate multiple applications to perform processing, investigation, and reporting.\nAbility to analyze KPIs, operational trends, capacity, quality, and service data to support decisions.\nStrong digital fluency and ability to use technology to improve efficiency and reporting.\nStrong analytical, critical-thinking, organizational, and root-cause analysis capabilities.\nSound financial and business judgment with the ability to resolve complex issues using data and risk considerations.\nStrong written and verbal communication, presentation, influencing, negotiation, and relationship-management skills.\nExperience managing service issues, escalations, and stakeholder expectations across functions, geographies, and seniority levels.\nAt least three years of people leadership experience, with demonstrated accountability for coaching, performance management, workforce planning, and talent development.\nStrong ownership, execution focus, adaptability, resilience, customer orientation, and ability to manage competing priorities.\nExperience leading process migrations, transformation programs, projects, or cross-functional workstreams.\nPreferred Qualifications:\nCPA, CFA, CAIA, PMP, Lean Six Sigma, or another relevant professional designation.\nExperience supporting internal or external audits or remediation activities. Experience leading and managing geographically distributed teams across multiple locations and time zones.\nTrack record of developing high-performing teams and building succession plan.\nExposure to mortgages, real estate, private debt, bank loans, fixed income, agri loans, or other alternative investments.\nExperience in a global shared services or multi-region operating environment.\nExperience working with auditors, external vendors, clients, or senior leaders in a matrix organization.\nCommercial or Real Estate Servicing Certification or other continuous improvement experience.\nExperience with dashboards, business intelligence, automation, digitization, process redesign, or transformation initiatives.\nExperience with Enterprise loan management system, Power Platform, workfllow tools, or system enhancements.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want.\nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.\nAs part of our global team, we’ll support you in shaping the future you want to see.\nAbout Manulife and John Hancock\nManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.\nManulife is an Equal Opportunity Employer\nAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.\nIt is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .\nWorking Arrangement\nHybrid","description_format":"text","description_chars":8400,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-10-29T12:45:19Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.9,"age_days":10,"expected_fill_days":27,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/manulife-manager-mortgage-servicing","json_url":"https://alion.io/job/manulife-manager-mortgage-servicing.json","meta":{"generated_at":"2026-11-10T06:54:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16094,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6650},"rest":"https://alion.io/mcp/rest/get_company?id=6650"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanulife-manager-mortgage-servicing"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanulife-manager-mortgage-servicing"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanulife-manager-mortgage-servicing"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manulife-manager-mortgage-servicing\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanulife-manager-mortgage-servicing"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3457481}},{"tool":"search_jobs","arguments":{"company":"manulife.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3457481},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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