We are hiring for a reputed Knowledge Process Outsourcing (KPO) for Mortgage Banks
A Team Leader needs to to ensure that the team delivers the daily target keeping in mind the monthly target.
Motivate, coach, train, supervise and work with the team to ensure the client’s expectations are met. Responsible
for maintaining and reporting accurate data in terms of productivity, quality, TAT, capacity utilization. This position
will report directly to the Manager.
Job Roles and Responsibilities include:
➢ Stay updated with regular updates from the client.
➢ Ensure processing of the file and delivery to client within defined TAT as per SLA
➢ Meet the overall team Quality & Quiz benchmarks consistently
➢ Organize and conduct technical trainings.
➢ Perform any additional task relating to the process assigned by the management.
➢ Ensures achievement of all team & individual goals.
➢ Motivate and lead team to success using recognition, team building activities and positive reinforcement
➢ Manage daily reporting across LOB & showcase gap areas immediately
➢ Manage key performance indicators.
➢ Hold daily/weekly huddles with team members to discuss trends, gaps, best practices, process changes
and/or areas of focus in achieving production and quality goals
➢ Review internal and external audit reports and work with Performance Coach/managers to conduct
individual coaching or team training as needed
➢ Prepare for, attend, and document client meetings/sessions
➢ Collaborate and calibrate with other Unit Leaders to ensure work cultures and best practices are unified
➢ Demonstrate visible commitment to account and client core values
➢ Prepare for, attend, and document process improvement plans for improving efficiency.
➢ Prepare for, attend, and document Monthly review meetings with the management.
➢ Competent with MS office knowledge
➢ Experience in handling a team
➢ Detailed Knowledge of Pre-closing, Closing and Knowledge of different types of mortgage and its
functioning in Title and settlement
➢ Knowledge of functions of Title companies
➢ Basic knowledge of Federal laws
➢ Should be able to explain the importance of critical closing documents
➢ Should be able to understand the various laws in different parts of US related to mortgage.
Skills & Ability:
➢ Good verbal and written communication skills are required to understand and update comments and
communicate with various stakeholders.
➢ Strong analytic and interpersonal skills
➢ Ability to develop and align the talent needed to meet business goals
➢ Ability to work in a flexible and production oriented environment
➢ Ability to lead varying levels of skill sets across multiple teams
➢ Strong leadership skills
➢ Team player
➢ Must be able to work in a high stress environment while delivering a high-level of customer service
➢ Demonstrate a bias for action and a commitment to achieving sustainable results
➢ Proficiency in Client Servicing, BPO applications, WFM and Quality Tools.
➢ Eye for detail, reporting, people management, problem solving, handling escalations
➢ Should have good analytical skills and have the ability to make decisions based on the situation.
➢ Should be detail oriented.
➢ Competent with MS office application
➢ Willingness to work in night shift
➢ Willingness to work on weekends based on client requirement.
Location: Mumbai, Bangalore and Pune