Team Supervisor - Operations

Team Supervisor - Operations

The Team Supervisor/Lead will oversee a team of analysts and senior analysts within the process function. The ideal candidate should display a strong commitment to providing excellent service when interacting with clients, process stakeholders, and operations team members. Additionally, the Team Lead will address questions from their team regarding loan procedures.

Job Role & Responsibilities

• Manage Team consisting of 12-20 residential mortgage resources from loan servicing
• Monitor and send daily production emails with quality/production tips, current production challenges, plans to maintain Service Level Agreements, etc
• Motivate and lead the team to success using recognition, team-building activities, and positive reinforcement set and manage production and quality expectations
• Pipeline Management to ensure SLA metrics are met each day
• Communicate and interact with the other managers, as well as the Quality Review and Performance
• Participate in the SAFE training program
• Handle team members One-on-One coaching sessions to identify and track improvement, hold daily/weekly huddles to discuss results from previous days, changes, etc
• Function as a SME and lend assistance for questions and scenarios, ensure trends are provided to Unit Manager for the implementation of job aids, training tool updates, etc
• Develop and implement a timeline to achieve targets
• Train team members to maximize their potential
• Empower team members with skills to improve their confidence, product knowledge, and communication skills
• Conduct monthly performance reviews
• Contribute to the growth of the company through a successful team

Qualifications & Experience

• Post-Secondary Education or completion of post-secondary degree with a major in Business; honors preferred
• Must be able to pass a credit and background check
• Excellent written and oral communication skills
• 1-2 years of experience in a contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role in BFSI industry
• Experience in US Mortgage Default Servicing or Performing Servicing (preferred but not required), Banking/Lending, Finance, or Insurance
• Good exposure to MS Office (Excel and PPT)
• Confidence and skillful negotiating skills
• Must have valid Philippine Passport and willingness to travel to the US for training
• Need to pass Secure and Fair Enforcement (SAFE) for Mortgage Licensing Examination once hired
• Sales experience preferred

Benefits

• Paid Training
• Competitive Base Pay
• Miscellaneous Allowance Paid Time Off
• Paid Holidays
• HMO Benefits
• Group Life Insurance
• Excellent Growth and Advancement Opportunities
• Bonus of Php 11,000 once passed the SAFE Certification on 1st attempt or Php 5,5000 on 2nd attempt