Team Lead

call. Job Description for Team Leader

Job Title: Team Leader

Reporting to: Team Manager/Delivery Manager, Operations

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 in Loss Mitigation, foreclosure, bankruptcy, and mortgage servicing life cycle.

Skilled in loss mitigation, foreclosure, bankruptcy, and mortgage servicing lifecycle.

TL needs to be an expert in US Loss Mitigation process (End to End) especially in Loan Document Intake, Trial Payment Plan Monitoring, Mod Fulfilment and identifying all kinds of Loss Mitigation documents.

5+ years experience working with Loss Mitigation in a servicing/collections environment.

1+ years of experience working with Fannie Mae, Freddie Mac, and Government guidelines required.

TL is responsible for maintaining constant Loss Mitigation end to end process knowledge in the team.

Maintaining and documenting all process and investor updates received from the business area.

Will be a part of clients calls as required and will be responsible to update the teams alongside the Supervisors.

Regular cascading / providing training/ refreshers sessions on updates latest updates received from business and investors to all team members.

Conduct the regular knowledge checks with the teams.

Actively involved in suggesting and driving process improvements.

Should have multi-tasking skills as a Trainer / QC / Processor and conduct refresher trainings / handle Quality sessions as per process requirement.

Monitor and coach underperformers to improve their quality and efficiency.

Be a part of the regular production and produce agreed numbers.

Address and ensure resolution on all process related queries of the team members.

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 members 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

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

Valid PAN Number - _____________________(Why PAN Required > Mandatory to Process Candidature & Find Duplicity in Internal PAN Validation Process and also to initiate a screening call.

Sonali Chattopadhyay I Associate People Success

Orcapod Consulting Services Pvt Ltd.

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