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 and
  services meet customer expectations
• Monitors production KPIs and metrics
• Manages escalations from customers and relevant departments

Workforce Management

• Supports management in capacity planning and utilization analysis.
• Monitors and analyses data in real time

Continuous Improvement

• Identifies, 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 necessary
• Creates process documents like standard operating procedures (SOPs)

Stakeholder Management

• Works cross-departmentally with a wide range of stakeholders including heads of departments and functional managers to ensure that all operations are aligned with organizational objectives
• Builds relationships which includes conflict management and workforce motivation

Training and Development

• Partakes 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 development
• Build knowledge of regulatory change and regulatory environment.

Strategic

• Works with the management to develop and execute plans which may include
• Accountable for the performance and results of the assigned team
• Adapts departmental plans and priorities to address resource and operational Challenges

Leadership

• Monitors team progress
• Manages individual performance of team members through coaching sessions, 121s, performance management and development, succession planning etc
• Manages team engagement through conflict-management, motivational interventions, problem solving skills, etc
• Attends 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 law

Qualifications

• Bachelors degree in Business Administration, Management, or a related field
• At least 5 years of experience in customer relations or client management within the Australian mortgage sector with people management background.
• Collections background
• Strong background in workforce management. Proficient in capacity and utilization planning with working knowledge in real-time analytics for voice and non-voiced calls
• Working with both voice-based & back-office staff members
• Customer-centric
• A working technical knowledge for all things for servicing, from processing to reconciliation
• Excellent leadership, communication, and problem-solving skills
• Exceptional strategic and organisational skills
• Proven ability to transform and translate data into strategic decisions
• Proficiency in CRM software and other customer service tools
• Willing to work in Ortigas

Work Setup:

• Work shift: Dayshift
  
• Setup: Full onsite - Monday to Friday
• Location: Ortigas, Pasig

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