Team Leader - Operations

A Team Leader Operations in a corporate Direct Selling Agent (DSA) firm, especially one involved in loans (business, personal, mortgages), would typically oversee the day-to-day operations of the team while ensuring smooth processes and excellent customer service, responsible for overseeing and managing the operations team involved in processing and servicing various loan products (business loans, personal loans, mortgages, etc.). This role requires strong leadership skills, attention to detail, and the ability to maintain operational efficiency while ensuring excellent service delivery to both clients and lenders.

Key Responsibilities:

Team Management

• Lead, supervise, and motivate the operations team to ensure smooth and efficient processing of loan applications and servicing of existing loans.
• Manage day-to-day operations to meet deadlines and productivity targets.
• Conduct regular team meetings to provide updates, address concerns, and review goals and KPIs.
• Handle staffing and resource management, including team scheduling, performance reviews, and development.
• Provide training and development opportunities for team members to improve their skills and performance.

Operational Process Oversight

• Monitor the loan application process, from initial inquiry to loan disbursement, ensuring that all stages are completed accurately and efficiently.
• Review and improve existing operational processes to enhance customer satisfaction, reduce processing time, and ensure compliance with regulations.
• Identify bottlenecks and resolve operational issues quickly to maintain workflow and prevent delays.
• Implement best practices for loan processing, documentation, and customer communication.

Quality Assurance & Compliance

• Ensure that all loan documentation and procedures comply with regulatory requirements and company policies.
• Conduct regular audits and checks to ensure the quality of work within the team and compliance with internal and external regulations.
• Review loan documents to ensure accuracy, completeness, and alignment with approval criteria.
• Act as the point of escalation for any operational issues or discrepancies, ensuring timely resolution.

Performance Monitoring and Reporting

• Set performance goals for the team and monitor their progress to ensure targets are met.
• Generate and present regular operational reports to management, highlighting key performance metrics, challenges, and opportunities for improvement.
• Track loan turnaround time, customer satisfaction, and other relevant KPIs to assess team performance and process effectiveness.

Customer Interaction & Problem Resolution

• Ensure that customer queries regarding loan products, application statuses, and documentation are addressed promptly and professionally.
• Handle complex cases, including escalated issues from clients, lenders, or internal teams, and work towards a satisfactory resolution.
• Collaborate with other departments (sales, finance, customer service) to ensure seamless customer experience and issue resolution.

Continuous Improvement

• Drive continuous improvement initiatives within the operations team by analyzing workflows, identifying areas for improvement, and implementing solutions.
• Stay updated on industry trends, new loan products, and technological advancements to ensure the team remains competitive and innovative.

Collaboration & Coordination

• Work closely with other teams (sales, underwriting, credit, legal, and collections) to ensure operational efficiency and alignment with business goals.
• Coordinate with financial institutions and lenders to ensure proper loan processing, documentation, and disbursement.

• Experience:
  5+ years of experience in operations or process management, preferably in the financial services industry (DSA, banking, loans, or mortgages). At least 2 years in a supervisory or team leader role.

• Skills:
  
• Strong leadership and team management skills, with the ability to motivate, coach, and develop staff.
• Excellent communication skills, both written and verbal.
• In-depth knowledge of loan products, processes, and compliance requirements.
• Ability to analyze data and generate reports.
• High attention to detail and problem-solving skills.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint) and loan management software (CRM, loan origination systems, etc.).

• Personal Attributes:
  
• Strong decision-making ability and critical thinking skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Customer-focused mindset with a commitment to service excellence.
• Strong interpersonal skills and the ability to work collaboratively with internal and external stakeholders.