Verifications Team Leader

1 week ago

Taguig, National Capital Region, Philippines Satellite Office Full time $60,000 - $80,000 per year

PRIMARY RESPONSIBILITIES & DUTIES

Team Leaders within the Verifications department are responsible for leading, coaching and mentoring a team of Verification Officers to contribute to Operational goals. They are responsible for ensuring compliance with responsible lending as well as driving performance and output.

KEY RESPONSIBILITIES

  • Ensuring day-to-day critical operational functions are performed on time and consistently; manages queries as and when they arise with swift resolution.
  • Allocating rosters and reporting within the Verifications team.
  • Consistently striving for quality outcomes, understanding operational risk implicitly and taking the lead to identify potential risks and contribute to remediation actions.
  • Lead regular coaching and personal development conversations.
  • Acting as a key point of contact for escalations, complex situations, and ad-hoc queries.
  • Support team with escalated customer situations, including building relationships and liaising with other teams on behalf of the customer and brokers.
  • Quality assurance and continuous development including hindsight reviews in adherence to Wisr's Policies.
  • Highlighting and communicating any breaches to the Head of Credit Operations as well as identifying suitable training and re-education requirements.
  • Coaching, mentoring, developing, and identifying the training needs of the Verification team.
  • Assisting in developing short, medium, and long-term strategies to enhance the effectiveness of the Verification team to meet agreed business objectives.
  • Lead team reward and recognition initiatives, and coordinate meaningful social connection activities.
  • Recruit, onboard, and train new team members.
  • Own and implement process improvement projects or business projects end-to-end with minimal supervision.
  • Work with our leaders across the Operations Leadership team to ensure continuous uplift in performance.
  • Work closely with the Manager of Credit Operations on key strategic initiatives for performance and business improvement.
  • Adhoc tasks as required.

PERSONAL SKILLS & QUALITIES

  • A proven track record of managing high-performing teams are a must for all Team Leads within Verifications alongside the core skills outlined below:
  • Previous lending experience is highly advantageous.
  • Highly-evolved written and verbal communication skills, with the ability to understand and liaise with other functions.
  • Attuned emotional intelligence, with the ability to demonstrate patience, empathy, and genuine care for others.
  • The ability to lead by example in customer-first behaviours and performance.
  • The ability to diagnose performance issues, coach and develop the team in improving these performance areas.

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