Team Leader - Mortgage process

To ensure that processes, programs and internal reports are developed, implemented and effectively administered according to company policies. This position contributes ideas to management to solve issues and promote strategic growth. This position fosters a strong working relationship within the Underwriting team, other Managers, department heads and senior management, and embraces the critical role to ensure long term success of the Underwriting team in general. This position exercises independent judgment that requires sound decisions based on research and factual information with minimum supervision.

Responsibilities

• To ensure the department meets all the set objectives defined in the KPI. Team would be handling
• Set and achieve team goals and results by using best practice leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
• Develop the job performance standards and goals for all analysts to achieve the organization's operational goals.
• Adhere to and deliver the best results in terms of internal and external customer experience which will include delivering agreed goal results with respect to Quality, Efficiency, Turnaround time, Compliance, Abandonment rates.
• Assign and direct the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department's goals.
• Establish and maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to all staff on the results.
• Analyzing, and summarizing data on all facets of the operations and making appropriate recommendations.
• Manage team's issues, concerns and escalate as necessary to LM
• Adhere to all the SLA/TAT agreed for different processes and ensure efficient service delivery
• Responsible for Team's training, coaching, mentoring, developing cross skilled resources and thereby create sufficient contingency among the team
• Develop complete process and system understanding and recommend and propose scope for improvement thereby creating and adding value to the operations
• Demonstrate leadership skills and lead from the front. Win the team's confidence and support.
• To ensure legal compliance with all aspects of the Company's business
• Manage Attrition, Attendance and Utilization as per the agreed goals in KPIs
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above

Experience

• At least 48 - 60 Months experience is essential
• Excellent team handling and people management skills are essential.
• Excellent written and oral communication skills are essential.
• Minimum 48+ months of relevant work experience worked in similar capacity for about 36 months performing all or most of the tasks mentioned in the job specs above are essential.
• A strong desire and the ability to keep up to date with developments in the industry are desirable.

Knowledge

• Knowledge of UK Banking process is essential.
• Knowledge of various mortgage processes (Origination, Servicing and Collections) is essential.
• Knowledge of UK regulatory and compliance requirements is beneficial although not essential.

Qualifications

• Graduate degree is essential.
• Post Graduate degree is desirable.
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