Servicing Team Leader

Role:  The Servicing Team Leader oversees the daily operations of the Servicing Team to ensure exceptional service delivery, operational efficiency, and team performance. This role involves developing processes, managing team members, analysing key performance indicators (KPIs), and driving continuous improvement initiatives in an omni channel environment. Operations Management Manages day-to-day operations of the assigned team.Performs quality assurance controls to ensure the companys products andservices meet customer expectationsMonitors production KPIs and metricsManages escalations from customers and relevant departmentsWorkforce ManagementSupports management in capacity planning and utilization analysis.Monitors and analyses data in real timeContinuous ImprovementIdentifies, develops and implements initiatives to improve operational efficiency, enhance quality and reduce cost and compliance risks.Incorporates new technologies, operating systems, and business processes when necessaryCreates process documents like standard operating procedures (SOPs)Stakeholder ManagementWorks cross-departmentally with a wide range of stakeholders including heads of departments and functional managers to ensure that all operations are aligned with organizational objectivesBuilds relationships which includes conflict management and workforce motivationTraining and DevelopmentPartakes in the hiring process for his/her team by joining interviews and working with the manager on the staffing needs.Runs training and learning sessions to support employee development.Supports the manager devising and executing succession planning, performance management and career developmentBuild knowledge of regulatory change and regulatory environment.StrategicWorks with the management to develop and execute plans which may includeAccountable for the performance and results of the assigned teamAdapts departmental plans and priorities to address resource and operational ChallengesLeadershipMonitors team progressManages individual performance of team members through coaching sessions, 121s, performance management and development, succession planning etcManages team engagement through conflict-management, motivational interventions, problem solving skills, etcAttends management engagement activities like meetings, conferences, conversations for updates and alignments.Partners with relevant departments like HR, Admin and IT in ensuring business continuity, compliance and safeguard employee welfare as prescribed by the local labor lawQualificationsBachelors degree in Business Administration, Management, or a related fieldAt least 5 years of experience in customer relations or client management within the Australian mortgage sector with people management background.Collections backgroundStrong background in workforce management. Proficient in capacity and utilization planning with working knowledge in real-time analytics for voice and non-voiced callsWorking with both voice-based & back-office staff membersCustomer-centricA working technical knowledge for all things for servicing, from processing to reconciliationExcellent leadership, communication, and problem-solving skillsExceptional strategic and organisational skillsProven ability to transform and translate data into strategic decisionsProficiency in CRM software and other customer service toolsWilling to work in OrtigasWork Setup: Work shift: DayshiftSetup: Full onsite - Monday to FridayLocation: Ortigas, Pasig By Applying, you give consent to collect, store, and/or process personal and/or sensitive information for the purpose of recruitment and employment may it be internal to Cobden & Carter International and/or to its clients. Kindly visit and read our Consent Form for us to process your application