Job Title: Team Manager / Team Leader
Objectives
The Team Manager will be required to lead large teams independently, which will be in the range of about 60 members and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.Key Result Areas (KRAs)
Leadership
Ø The Team Manager is expected to actively lead and motivate the team for whom he / she is the primary point of contact.Ø The Team Manager is expected to be close to the team and be aware of issues, including potential issues, within the team and appropriately resolve / escalate the same.Ø The Team Manager should be aware of the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.Ø The Team Manager is expected to actively promote the company ethos, and create and maintain an environment which encourages retention.Ø The Team Manager is expected to identify and implement feasible solutions to issues which could lead to attrition.Operations
Ø Leads a team of 60 associates and motivates them to achieve the team, project and client’ SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.Ø Uses quality tools to ensure that there is maximum efficiency & productivityØ Manages team responsibilities and allocates work to the Team Leaders/SMEs as appropriate.Ø Develop and maintain superior customer connectØ Appraises the teams on their performance and provides regular feedback.Ø Manages the performance appraisal process / rating .Ø Interacts with support team to manage HR, Risk and other admin activitiesØ Follow the governance mechanism established with the clientØ Keep track of all customer feedback/ process issues. Drive actions towards delivery excellenceØ Resource Planning, Recruitment and Work AllocationØ Ensure that all committed deliverables and services are rendered on schedule and at the defined quality levelsØ Interview and hire new associates as needed to support the growth of the businessØ Prepare and send operational reports and information to management and stakeholdersØ Ensure Compliance and controllershipØ Supervise associates by monitoring volumes and patterns and schedule adherence.Ø Maintain up to date knowledge of government regulations and real estate lawsTeamwork
Ø The Team Manager is expected to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.Ø The Team Manager is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.Ø The Team Manager is expected to actively participate and encourage participation in team events.Continuous Improvement
Ø The Team Manager is expected to constantly improve upon current performances and raise the bar of expectations and standards.Ø The Team Leader is also expected to contribute ideas / suggestions which improve the process efficiency or enhance the way we work.Ø The Team Leader should constantly strive to invite suggestions from the team and implement them if found feasible.Appraisals
Ø The Team Manager is expected to conduct and document appraisal reviews of the team members on at least a monthly basis.Ø The Team Manager should give feedback to individual team members in a manner not offensive to the team member, focusing on the performance rather than the personality of the individual, in an unbiased and unprejudiced way.Ø The Team Manager should be objective and specific while delivering feedback and avoid being general.Qualification
Ø Graduate with excellent communications skills (oral & written)Ø Total 5-8 years of experience with a minimum of 4 years of supervisory experienceØ Strong management/people skillsØ US Mortgage Experience Required
Ø Strong organizational, planning, and analytical skills.Ø Good mathematical and statistical skills for analysis of data and generation of reports.Skill Sets
Ø Good interpersonal skillsØ Prioritizing and Time ManagementØ Planning and Organizing SkillsØ Good Knowledge of MS-officeØ Flexibility to work in different shiftsØ Acceptability by the teamØ Good written and verbal communicationØ US Mortgage Industry knowledgeØ Knowledge of six sigma / quality tools and automation
