Job Description for Team Leader
Job Title: Team Leader
Reporting to: Team Manager/Delivery Manager, Operations
Objectives
The Team Leader’s objective is to actively lead and motivate a team in accordance with laid down procedures to achieve and maintain requisite standards of quality and productivity. He / she will report to the Team Manager/Delivery Manager, Operations, who will be the first point of contact for any issues, questions, or concerns.
Key Result Areas (KRAs)
Leadership:
- 2 yrs. of team management experience.
- 2+ years of experience working with multiple investors for foreclosure.
- Managing all people related issues coordination with HR and internal leadership as required.
- Ability to identify the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
- Actively promote the company ethos and create and maintain an environment which encourages retention.
- Proactively Identify and implement feasible solutions to address issues which could lead to attrition.
Operations:
- Interact with all relevant client stakeholders and ensure all KPI’s are delivered as per the set target.
- Prepare weekly/ daily /monthly MIS’s / MBR/ QBR and conduct reviews with client .
- Ensure all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
- Take ownership of identification and resolution of daily operational, admin and technical issues.
- Manage and respond to all client escalations in a timely manner.
- Timely and accurate submission of all reports sought by the management or by the business area and ensure prominent levels of internal and external customer service.
- Monthly review and suggest revision of the quality and productivity targets based on the team’s performance, to improve overall process efficiency and deliver excellent customer service.
- Ensure all trainings are completed for self and teams ,nominate self and team members for additional trainings to improve skillset.
- Keep the Manager/ Leadership appraised of member’s needs, staffing issues, technical and performance issues.
- Conduct training for new hires as an when required.
- Mentor Foreclosure associates while assisting Manager with tasks such as scheduling, meetings, training, and creating a positive work environment.
- Assist Foreclosure associates dealing with escalated accounts and ensure necessary steps are taken to resolve them within established deadlines.
- Be available to Foreclosure associates when they need assistance.
- Meet department standards as they relate to daily productivity metrics.
- Perform side by sid quality review for new hires and existing employees.
- Assist Foreclosure Manager with review and compilation of investor, insurer, and client reporting requests as needed.
- Point of contact for new hires and existing employees
- Performs additional projects and duties as assigned by Management.
Teamwork:
- Ability to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.
- The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
- Actively participate and encourage participation in Team/ Organizational events.
Continuous Improvement:
- Consistent improvement upon current performances and raise the bar of expectations and standards.
- Contribution of ideas / suggestions which improve the process efficiency or enhance the way we work.
- Encourage and invite suggestions from the team and implement them if found feasible.
Appraisals:
- Conduct and document appraisal reviews of the team members on at least a monthly basis.
- Provide regular and constructive feedback to individual team members focusing on their performance rather than the personality of the individual, in an unbiased and unprejudiced way.
- The Team Leader should be objective and specific while delivering feedback and avoid being general.
- To be open and receptive to feedback.
Qualification:
- Graduate any discipline
- 4 - 5 years of experience in BPO, US Mortgage – Foreclosure -domain
- Minimum of 2 years in the team handling role
Skill Sets
- Good interpersonal skills
- Prioritizing and Time Management
- Planning and Organizing Skills
- Good Knowledge of MS-office
- Flexibility to work in different shifts
- Acceptability by the team
- Good written and verbal communication
- US Mortgage Industry- Foreclosure- knowledge
- Able to meet goals and deadlines in a fast-paced environment.
