Ensure appropriate staffing levels / cover at all times (Resource Planning)
Custodian of customer journey and outcomes for the team / process / business
Work planning and daily work management to drive SLA's (SLA adherence)
Ensure all processes are well documented, reviewed & maintained as per internal standards / Fit to Practice (FTP) adherence & driving positive culture within the teams
Manage escalations calls/emails form customers/Stakeholders
People Management but not limited to 1*1's, conflict management, issue resolution, people issues etc
As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
Perform & initiate root cause analysis (RCA) of process key metrics to drive process efficiencies and reduce gaps / errors including bottom quartile management, quality analysis etc
Manage and coach people including all aspects of performance management, development, conduct, shrinkage, appraisals, employee administration and recruitment – Conduct Training need analysis (TNI)
Be a custodian of process knowledge within the team/ process / business (Knowledge management / Training & Competency)
Driving upskilling initiatives to create a multi-skill (cross-skill) capability in team / process / business
Initiate & drive continuous process improvements to simplify processes & enhance customer experience / journey
Identify & manage training opportunities in the team on Vulnerable customers & complaints / procedures
Raising issues/ concerns in a proactive & timely manner to ensure no business impact / disruptions
Understand, prepare, analyse, manage & publish of process reports, MIS, dashboards in a timely & accurate manner
Timely & accurate cascading of all process updates and act as custodian of change management
Should be proactively involved and drives business initiatives & new migrations
Assist managers in capacity planning and resource utilisation
Ongoing Stakeholder management including timely responses for customer / stakeholder complaints
Perform other duties as assigned by the Manager or the management from time to time.
Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
Deputize LM / AM, wherever required & needed
Ensure proper and effective communication

Team Lead - Mortgage Loan Servicing

Job Description

Required Skills