TL-Performing Servicing
This is a Team Leader role in the Complaint Resolution and Performing Servicing process within the US Mortgage domain. You will oversee a team of process executives, senior process executives, and subject matter experts, ensuring smooth operations, adherence to timelines, and compliance with client expectations. This is an office-based night shift position.
In the leadership capacity, you will actively lead and motivate your team, stay close to team dynamics, identify strengths and weaknesses of members, and provide appropriate guidance. You are expected to promote a positive work environment that encourages retention and proactively address issues that could lead to attrition.
On the operations side, you will ensure all team members meet or exceed productivity and quality targets, manage daily operations to meet service level agreements in terms of quality, productivity, and turnaround time, and take ownership of resolving operational, administrative, and technical issues. You will ensure timely and accurate reporting, periodically review and suggest revisions to targets, and initiate training and updates for team members.
You will also foster a collaborative team environment, drive continuous improvement by raising standards and implementing feasible suggestions, and conduct performance appraisals and documentation for your team members.
