Team Lead

Objectives

The Team Leaders 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:

• The Team Leader is expected to actively lead and motivate the team for whom he / she is the primary point of contact.
• The Team Leader is expected to be close to the team and be aware of issues, including potential issues, within the team and appropriately resolve / escalate the same.
• The Team Leader should be aware of the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
• The Team Leader is expected to actively promote the company ethos, and create and maintain an environment which encourages retention.
• The Team Leader is expected to identify and implement feasible solutions to issues which could lead to attrition.

Operations:

• Experience of working in US Mortgage Escrow experience
• Understand escrow lines or products
• Knowledge of core logic, lareta, proctor or assurant activities
• Understood Tax amount reporting, pre-boarding loans, comprehension of HUD and Initial escrow statement, working in Escrow set-up, Analysis and Cancellations.
• Knowledge of mobile homes (good to have)
• Mortgage Insurance cancellations, Hazard Insurance
• Must have knowledge on loss drafts, flood zones, hazard claim filing etc
• The Team Leader is expected to ensure that all team members meet or exceed the productivity and quality targets and recommend corrective action necessary for underperformers.
• The Team Leader is expected to ensure smooth operations on a daily basis, by ensuring all service level agreements are met in terms of quality, productivity, and turnaround time by active interaction with the business area.
• The Team Leader is expected to take ownership of identification and resolution of daily operational, admin and technical issues.
• The Team Leader should ensure timely and accurate submission of all reports sought by the management or by the business area and ensure high levels of internal and external customer service.
• The Team Leader is expected to periodically review and suggest possible revision of the quality and productivity targets based on the teams performance, in order to improve overall process efficiency and deliver excellent customer service.
• The Team Leader is expected to Initiate Training and Updates to the team members
• The Team Leader is expected to keep the Manager appraised of member's needs, staffing issues, technical and performance issues
• The Team Leader is expected to interact with the BA in order to be transparent on the business front

Teamwork:

• The Team Leader is expected 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.
• The Team Leader is expected to actively participate and encourage participation in team events.

Continuous Improvement:

• The Team Leader is expected to constantly improve upon current performances and raise the bar of expectations and standards.
• The Team Leader is also expected to contribute ideas / suggestions which improve the process efficiency or enhance the way we work.
• The Team Leader should constantly strive to invite suggestions from the team and implement them if found feasible.

Appraisals:

• The Team Leader is expected to conduct and document appraisal reviews of the team members on at least a monthly basis.
• The Team Leader should give feedback to individual team members in a manner not offensive to the team member, focusing on the 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.
• The Team Leader is expected to be open and receptive to feedback.

Qualification:

• Graduate
• 6+ years of experience in U.S Mortgage Servicing\Default Servicing\Escrow
• Good understanding of U.S. Mortgage Banking\Loan Servicing cycle
• 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 knowledge