Satellite Office Careers

Description

 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 Wisrʼs 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

SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS

• 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
• A deep understanding of data analysis and reporting functions in Excel or Google Sheets
• The ability to think strategically to uplift team performance and workflow processing
• The ability to manage resources according to workflow and company priorities
• Delivers results as per Key Performance Indicators (KPIʼs)