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Team Lead, Recapture Lending - APAC

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Location: Pasay City, Philippines
Job ID: 1002630

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Job Description

Position Summary:

Job Functions and Responsibilities:
The Team Lead is responsible for ensuring that the team meets and exceeds the client standards for production and accuracy on a consistent basis
• To be able to co-ordinate effectively with the reviewers of the overall team quality
• To identify and mentor/coach individuals in the team
• To take regular team huddle/meet to identify any communication gap/ process update requirements
• To monitor workflow and delegate work accordingly in order to meet the SLA requirements of the client
• To ensure that quality audits are reviewed and discussed with the team to ensure that the errors are not repeated
• To formulate plans/ practices/Key performance indicators that enables the team to maximize their output in terms of productivity and accuracy
• To be able to positively respond to and handle peak work volume/ pressure situations and have a motivating influence on the team
• To track the process for workflow, tracking team performance, deployment of resources and capacity planning
• Internal performance dashboards on a periodic basis
• Will manage a team that will be responsible in pre-qualifying customers for refinancing or purchasing a home loan with PHH Mortgage.
Key Result Areas: (if needed)

• Team capacity utilization: As per SLA
• Attrition Management: As per SLA
• Ensure Turnaround time adherence of 100%
• Quality: As per SLA
• Team Efficiency: As per SLA


• Bachelor's degree or equivalent of fifteen years of education mandatory
• This position would require the Team Lead to manage a team of 10 Call Screeners
• Prior experience in Originations would be good
• Excellent Execution, Analytical, Time Management and Communication Skills
• Team building capabilities
• Customer centric/focused
• Good verbal and written communication skills
• Should have strong interpersonal stills and the ability to get the job done
• Should be proficient with MS Office tools like Word, Excel, Outlook, Visio and Power Point
• Should be able to analyze basic data/reports and provide synopsis/summary of performance

Work Schedule: (Only add if needed)
• Night shift PHP

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