Operations Team Lead

4 weeks ago

Cebu City, Philippines Moder Full time

Team Lead– Mortgage Servicing Operations About Us Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in‑house processes using top talent, workflow best practices, and progressive technology. We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries. Moder offers end‑to‑end or component‑based outsourcing. We can do everything from managing one off projects to becoming an extension of your customer service or operations team. Our team is built by outsourcing industry experts who’ve been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team. We’re an American‑owned company based in the US with offices in India, and the Philippines. Job Overview The Team Lead is expected to manage a team of Customer Service agents. The candidate should demonstrate a high degree of service when working with clients, process stakeholders and operations team members. The Team Lead will also field questions from his/her own team members regarding loan procedures. Job Role & Responsibilities Manage Team consisting of 10-15 residential mortgage resources from loan servicing 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 Empower team members with skills to improve their confidence, product knowledge, and communication skills Conduct monthly performance reviews Contribute to the growth of the company through a successful team Qualifications & Experience College Level (Grad or Undergraduate) Excellent written and oral communication skills At least 2 years of experience in a Team Lead/Supervisory role in the BPO industry Nice to have experience in US Mortgage Default Servicing or Performing Servicing (preferred but not required), Banking/Lending, Finance, or Insurance Good exposure to MS Office (Excel and PPT) Confidence and skillful negotiating skills Good understanding of operations key metrics for technical assessment Can Start ASAP Amenable to work in Cebu 1Nito Tower or Alabang Town Center HMO on Day 1 Competitive Base Pay Paid Holidays Group Life Insurance Employee Referral Bonus Excellent Growth and Advancement Opportunities Seniority level Mid‑Senior level Employment type Full‑time Job function Management and Manufacturing #J-18808-Ljbffr

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