Team Leader

4 weeks ago

Taguig, National Capital Region, Philippines GBSS (Galilee Business Support Services) Full time
Overview

Official role title: Team Leader - Loan Support

The Team Leader - Loan Support is responsible for managing the day-to-day operations of the loan processing team, ensuring performance targets, service levels, and quality standards are consistently met. This role requires a strong background in the Australian mortgage process and involves guiding and coaching team members, promoting a collaborative and high-performing work culture, and serving as the main link between management and the team. The Team Leader oversees workflow, monitors performance, resolves issues promptly, and drives continuous improvements to boost efficiency and service delivery in line with business objectives.

At GBSS, we're not your average BPO—we believe work should be fulfilling, not draining. We're about empowering you to grow, learn, and thrive in a culture that's supportive and collaborative. Grow with GBSS, where your potential meets opportunity.

What You'll Be Doing
  • Lead, coach, and develop the loan processing team to achieve KPIs, quality standards, and performance targets.
  • Allocate workloads and monitor progress to ensure service levels are consistently met.
  • Serve as the main escalation point for complex loan processing issues, ensuring timely resolution.
  • Oversee compliance and reporting, ensuring adherence to company policies and regulatory requirements.
  • Drive process improvements to enhance efficiency, service delivery, and team culture.
Loan Support – Responsibilities and Qualifications
  • Review and validate conditional documents, valuations, and title searches for accuracy and compliance.
  • Complete mandatory checklists and update systems, linking all required documents.
  • Process mortgage insurance applications and conduct employment/borrower verification calls.
  • Action approved and conditionally approved files, including necessary rework.
  • Maintain professional communication and proactively suggest improvements to processes.
  • AU/UK mortgage loan processing experience is required, with strong knowledge of the Privacy Act, Data Protection, NCCP Act, Responsible Lending, and AML/CTF regulations.
  • Excellent data entry accuracy with a high level of attention to detail.
  • In-depth understanding of mortgage lending processes and credit policy (desirable).
  • Highly organized and able to meet strict deadlines in a fast-paced environment.
  • Strong oral and written communication skills, with the ability to work effectively with diverse stakeholders.
Requirements
  • Leave accrual upon hiring
  • Wellness perks
  • Specific client-initiated benefits
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Sales and Management
Industries
  • Outsourcing and Offshoring Consulting

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