Verifications Lead

2 weeks ago

Manila, National Capital Region, Philippines Satellite Office Full time

*WILL TRANSITION TO HYBRID WORK ARRANGEMENT AFTER 6 MONTHS

VERIFICATIONS TEAM LEAD

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A VERIFICATION TEAM LEAD?

Our awesome client, a financial organization in Australia is looking for a Verification Team Lead to be part of their Team.

Team Leaders within the Verifications department are responsible for leading, coachingand mentoring a team of Verification Officers to contribute to operational goals. They areresponsible for ensuring compliance with responsible lending as well as drivingperformance and output.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

  • Ensuring day-to-day critical operational functions are performed on time and consistently; managing queries as and when they arise with swift resolution
  • Allocating rosters and reporting within the Verifications team
  • Consistently striving for quality outcomes, understanding operational risk implicitly and taking the lead to identify potential risks and contribute to remediation actions
  • Lead regular coaching and personal development conversations
  • Acting as a key point of contact for escalations, complex situations and ad-hoc queries
  • Support team with escalated customer situations, including building relationships and liaising with other teams on behalf of customers and brokers
  • Quality assurance and continuous development including hindsight reviews in adherence to internal policies
  • Highlighting and communicating any breaches as well as identifying suitable training and re-education requirements
  • Coaching, mentoring, developing and identifying the training needs of the Verification team
  • Assisting in developing short, medium and long-term strategies to enhance the effectiveness of the Verification team to meet agreed business objectives
  • Lead team reward and recognition initiatives, and coordinate meaningful social connection activities
  • Ad hoc tasks as required

WHAT ARE WE LOOKING FOR?

  • 2-3+ years of background as a Team Lead in BPO setting
  • 2-3+ years of exposure in verification
  • Professional written and verbal communication skills, with the ability to understand and liaise with other functions internally
  • Attuned emotional intelligence, with the ability to demonstrate patience, empathy, and genuine care for others
  • Sound working knowledge of consumer lending regulatory and compliance requirements
  • The ability to lead by example in customer-first behaviours and performance
  • The ability to diagnose performance issues, coach and develop the team in improving these performance areas

MEASURES OF SUCCESS

  • Settlement target each month
  • Number of team outcomes per day
  • Team quality assurance and hindsight results
  • Average time to decision
  • Team error rate below threshold

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