Senior Team Lead

6 days ago

Pasig, National Capital Region, Philippines ESC Corporation Full time ₱900,000 - ₱1,200,000 per year

Senior Team Lead - Broker Support

Australian Financial Services

About the Role:

We are seeking a motivated Team Lead to oversee, support, and develop a team of Broker Support Officers.

This role is central to ensuring high-quality support for our Australian clients within a dynamic outsourced services environment.

You will act as both a mentor and a point of escalation, guiding the team to deliver accurate, timely, and professional service while building strong client relationships.

This is a hands-on leadership position, requiring strong knowledge of the Australian mortgage industry, excellent client service skills, and the ability to develop and support individuals to achieve their full potential.

Key Responsibilities:

Team Leadership & Development

  • Supervise, guide, and mentor a team of Broker Support Officers.

  • Provide technical assistance, coaching, and regular feedback to teammembers.

  • Foster a collaborative, supportive, and high-performing team culture.

Training & Capability Building

  • Take responsibility for the Broker Support Training Squad, ensuring newrecruits are trained effectively.

  • Deliver training, coaching, and assessment to prepare trainees fordeployment to client programs.

  • Support continuous learning and skills development across the team.

Client Operations Oversight

  • Monitor daily team activities to ensure efficiency, accuracy, and adherence to client service standards.

  • Oversee task allocation and workflow across the team to ensure reliability of service delivery.

  • Handle escalations promptly and effectively.

Client Liaison & Reporting

  • Serve as the primary contact for Australian clients regarding team performance and service delivery.

  • Provide regular reporting and updates to clients and management.

  • Build and maintain strong client relationships, ensuring high levels of satisfaction.

Quality & Compliance

  • Ensure team members comply with internal processes and client requirements.

  • Apply knowledge of Australian mortgage industry practices and financial services standards.

  • Identify areas for process improvement and recommend solutions.

Qualifications & Requirements

  • Minimum 3 years' experience in the Australian financial services industry, with strongknowledge of the Australian mortgage industry.

  • Experience in a leadership or supervisory role.

  • Strong interpersonal and communication skills, with the ability to engage confidentlywith both clients and team members.

  • Demonstrated ability to mentor, coach, and develop individuals to achieve their best performance.

  • Strong problem-solving and decision-making skills, particularly in handling client escalations.

  • Positive, energetic, "can-do" mindset.

What We Offer:


• Attractive salary, benefits and allowances, based on qualifications and experience.


• Opportunity to lead and develop a skilled support team in a growing outsourced services environment.


• Exposure to Australian financial services practices and direct client engagement.


• Professional development and career growth opportunities.


• Supportive and collaborative work culture.


• Australian business hours (morning/day shift, Monday to Friday).


• This role is full time onsite at ESC Operations Centre, located in ADB Avenue, Ortigas.

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