Assistant Manager - Operations (Spanish Bilingual)

About the Role

We are looking for an experienced Spanish Bilingual Assistant Manager – Operations to lead and support a team of English- and Spanish-speaking associates within a fast-paced customer service environment.

In this role, you will oversee customer engagement activities related to mortgage products, home loan servicing, and collection efforts, while ensuring that operations remain compliant with client requirements, federal regulations, and investor guidelines.

The ideal candidate is a strong people leader with proven BPO supervisory experience, excellent communication skills, and the ability to engage effectively with both customers and internal stakeholders. Financial services or mortgage experience is an advantage but not required.

Key Responsibilities

• Lead, coach, and manage a team of Spanish and English bilingual associates to achieve operational, productivity, quality, and customer service goals.
• Oversee customer engagement activities related to mortgage products, servicing, and collection efforts.
• Maintain consistent engagement with assigned customer pipelines to support customer retention and successful resolution of account concerns.
• Ensure team activities comply with applicable client policies, federal regulations, and investor requirements.
• Serve as an internal and external subject matter resource for mortgage-related products, services, and processes.
• Monitor team performance and identify opportunities to improve productivity, customer experience, and operational efficiency.
• Work closely with support functions to strengthen product and process training based on operational needs.
• Collaborate with stakeholders to identify process gaps, recommend solutions, and implement improvements.
• Participate in stakeholder meetings and provide operational insights, performance updates, and recommendations.
• Support the development and implementation of initiatives that improve business processes and overall service delivery.
• Ensure seamless day-to-day operations by effectively coordinating with internal teams and addressing operational concerns.
• Maintain a customer-focused and compliance-driven approach across all activities.

Qualifications

• At least 3 years of experience as a Spanish Bilingual Supervisor within the BPO industry.
• Minimum 3 years of customer service experience.
• Previous financial services or mortgage experience is an advantage, but not required.
• Strong verbal and written communication skills in English and Spanish.
• Proven experience in people management, coaching, and performance management.
• Experience engaging with clients, stakeholders, and customers in a professional environment.
• Strong problem-solving, decision-making, and organizational skills.
• Ability to analyze operational challenges and recommend practical improvements.
• Willing to work US shift schedules.
• Willing to work onsite in Quezon City.