BPO - Team Leader (CEBU, Philippines)

17 hours ago

Mandaue, Philippines Moder Full time

Moder, founded in December 2020, aims to positively impact the financial health of companies by enhancing their in-house processes with top talent, workflow best practices, and advanced technology. Specializing in supporting the US mortgage, insurance, and banking industries, Moder offers both end-to-end and component-based outsourcing. Our team, comprising industry experts with extensive experience in financial services, ensures the highest quality of service. Moder is an American-owned company with offices in the US, India, and the Philippines.

Role Description

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 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 Subject Matter Expert (SME) and lend assistance for questions and scenarios; ensure trends are provided to Unit Manager for the implementation of job aids and training tool updates;
  • Develop and implement a timeline to achieve targets;
  • Train team members to maximize their potential.
Qualifications
  • Preferably bachelor's degree graduate
  • Excellent written and oral communication skills
  • 2 years in a Team Lead/Supervisory role
  • Must have experience in billing
  • Experience in banking/lending, finance, insurance, or US mortgage default servicing or performing servicing (desirable but not necessary)
  • Good familiarity with Microsoft Office (PowerPoint and Excel)
  • Confidence and skillful negotiating skills
  • Open to working onsite and during graveyard shifts
  • Willing to be assigned in Cebu City or Mandaue City
What’s in it for you
  • HMO with 1 free dependent
  • Life Insurance
  • Free Parking
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology

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