Team Leader

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Designation:           Team Lead - Operations
Department:           Operations
Location:                 Mumbai
Report to:               Asst Manager, Operations.

CORE RESPONSIBILITIES

• Lead a team responsible for Mortgage Loan Servicing/Origination
• Delivery day-to-day process targets in meeting Customer SLAs.
• Interact with client operation Managers on a regular basis
• Quality Auditing and report on quality measures for the process
• Be the first point of contact for the team for resolution on any process queries and flag key risks to business if any issues

• Ensure team members meet performance targets and deliver high-quality service.
• Holding regular planning and reporting meetings.
• Auditing and evaluating the performance of frontline staff.
• Providing feedback to employees.
• Monitor work allocation, pipeline management daily across all processes manage.
• Monitor and evaluate staff performance, attendance and generate reports, as necessary.
• Ability to communicate effectively (both verbal and written communication) with multiple internal and external stakeholders
• Perform Review on loans.
• Provide timely reports and document observations during the process for improvement.

Value-Add Responsibilities:

• Participative in team bonding, offline activities as necessary
• Assist new team members in need and breed the team culture

Essential Skills:

• Knowledge of the US Mortgage industry (Mortgage cycle/Origination and familiar with post close documents)
• Total of 4-5 years of experience explicitly in Post funding quality review process.
• Must have experience in Final settlement statement, closing disclosure, recording fee review, California per diem document & should know how to remediate fees.
• Must have knowledge on how to work on ACES application
• Willingness to work in night shifts.
• Communicate effectively, both orally and in writing.
• Flexibility to meet business requirements and fluctuating workload
• Organize, prioritize, and schedule work assignments.
• Foster a cooperative work environment.
• Displays inclination to make specific changes in work methods or systems to improve performance beyond agreed standards
• Excellent MS office skills- MS Word, Excel & PowerPoint Presentations

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses