Team Lead

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they 'make it happen' for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Position Title: Operations Team Leader

Reports To: Operations Manager

Key Relationships:

National Outsourcing Manager

Operations Manager Outsourcing

Account Services team

Partnerships Managers, BSM's, Strategic partners

Brokers, business owners and/or POCs

Position Summary:

As the Team Leader, you will play a crucial role in the oversight of leading the service delivery of products. This role requires a dynamic individual with a strong background in team leadership including demonstrated people management experience, demonstrated understanding of coaching frameworks/methodologies and exposure to the performance management process. This role demands an individual that can manage multiple key deliverables driving a high performance culture while navigating the intricacies of the mortgage broking industry in Australia and ensure regulatory compliance is adhered to by the pertinent laws of Australia and the Philippines.

Key Responsibilities:

Stakeholder relationship management, such as

Maintain strong relationships with Australian mortgage business stakeholders, including brokers, partners and internal teams

Understand stakeholder needs, gather feedback, and ensure their satisfaction with our services.

Act as primary point of contact for Australian stakeholders, addressing their needs and concerns

Ability to develop effective relationships with their team members

Team management, such as

Lead, mentor, and supervise the Outsource teams.

Deliver against clear performance expectations, provide guidance, and ensure high productivity and quality of work.

Ensure adherence to key metrics and service level expectations

Manage recruitment, training, and performance evaluation of team members

Adherence to performance scorecards

Operational efficiency, such as

Monitor performance of their dedicated team members ensuring they are seeking feedback from brokers and providing coaching where required

Deliver against key performance indicators (KPIs) as agreed with the AU stakeholders

Optimize processes and workflows to enhance efficiency and improve the overall customer experience

Risk, compliance and quality assurance, such as

Adhere to company wide quality control measures to maintain the highest level of service quality.

Mitigate risks associated with an offshore operation and maintain data security standards

Problem solving, such as

Address and resolve any issues, concerns, or escalations from stakeholders or team members in a timely and efficient manner.

Person Specification, Competencies and Attitudes:

Exceptional customer service skills and a friendly, professional demeanour.

Willing to take necessary actions and decisions to meet objectives and deadlines.

Has the ability to problem solve and work proactively.

Ability to work autonomously with minimal supervision.

Exhibits strong attention to detail when reviewing important documents, identifying errors, ensuring compliance and maintaining high accuracy through meticulous validation.

Must be well-organised and capable of managing and resolving conflicting priorities

Essential:

Minimum 2 Years in Outsource and/or comparable outsourcing environments

Experience in Australian loan processing or client service management, which allows them to effectively mentor and coach staff, providing immediate guidance tailored to their tasks and industry requirements.

Ability to lead a team, provide advice and guidance on handling certain situations such as escalations, service degradations etc.

Strong communication skills with brokers and internal stakeholders

Knowing and understanding the standard of staff we are recruiting is very important.

Demonstrated ability to think on your feet and be proactive

Fast paced environment for someone looking to grow into a top management role

Key Performance indicators

Improve operational efficiency

Ensure SL adherence

Adherence to Portfolio Utilisation % standards

Facilitate professional growth and development of team members

Ensure 100% Compliance with industry regulations and company policies

Reduce communication gaps and ensure efficient task coordination

Responsible for the timely delivery of monthly billing of the Outsource programs

Managing the onboarding and offboarding of staff - Recruiting each month

Managing salary incentives and remuneration of staff to budget

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.

Skills Required
Team Leadership, Operational Efficiency, Risk Compliance, Client Service Management, Quality Assurance, Performance Management