Verifications Team Leader

Customer Service And Sales Taguig City, National Capital Region


Description

KEY RESPONSIBILITIES

  • Ensuring day-to-day critical operational functions are performed on time and consistently; managing 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 customers and brokers
  • Quality assurance and continuous development including hindsight reviews in adherence to internal policies
  • Highlighting and communicating any breaches 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
  • Ad hoc tasks as required

SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS

  • Professional written and verbal communication skills, with the ability to understand and liaise with other functions internally
  • Attuned emotional intelligence, with the ability to demonstrate patience, empathy, and genuine care for others
  • Sound working knowledge of consumer lending regulatory and compliance requirements
  • 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

MEASURES OF SUCCESS

  • Settlement target each month
  • Number of team outcomes per day
  • Team quality assurance and hindsight results
  • Average time to decision
  • Team error rate below threshold