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;
- 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;
- 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.
Qualifications & Experience
- Preferably bachelor's degree graduate
- 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 banking/lending, finance, insurance, or US mortgage default servicing or performing servicing (desirable but not necessary)
- Good familiarity with Microsoft Office (PPT and Excel)
- Confidence and skillful negotiating skills
- Experience in billing is preferred.
- Willing to be assigned in Cebu City or Mandaue City
- Start date will be on September 2025
Job Type: Full-time
Pay: Php35,000.00 - Php45,000.00 per month
Work Location: In person
Expected Start Date: 09/15/2025
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