Team Lead

Fidelity is hiring for Team Lead for US mortgage process (Diversity Hiring -Female applicants are eligible to apply)

intersted candidates can share profiles to shamshiya.khanum@fnf.com

Key Responsibilities:

• Manage the team, which include the below responsibilities:
• Allocate tasks and set targets to ensure 100% utilization of the team
• Organize team meetings for various updates
• Identify training needs
• Provide training for new hires
• Provide floor support to answer queries and ensure quality standards are maintained
• Handle grievances raised within the team
• Manage Performance of the team
• Provide periodic performance feedback in one on one meetings
• Conduct Performance Appraisals
• PBP allocation for constant low performers
• Interact with clients to answer and close any queries raised
• Maintain the MOMs (Memorandum of the Meetings) for client meetings and communicate the same to management and clients
• Regularly create and send the below reports to clients or the supervisor:
• Individual Performance Report
• Order Count Report
• Productivity Efficiency Report
• Shift wise Completion Report
• Weekly Reports
• Critical Error Analysis and Other reports as requested
• Manage and update the SOP(Standard Operating Procedures) documents as required
• Adhere to the productivity, quality and timelines standards defined to ensure Service Level Agreements (SLAs) are met for the team with no penalty
• Role to be considered as Individual contributor or People Manager basis business requirement.

Key Skills and Requirements:

• Experience in Title/Mortgage Industry
• Excellent verbal and written communication skills
• Strong interpersonal, negotiation, query management and relationship building skills
• Strong business acumen and analytical skills
• Ability to deal with ambiguity and high pace of working
• High customer orientation including prompt response to emails/ queries
• Proficiency in MS Office
• Flexible to work in shifts

Perks and benefits

1. Cab facility(pickup and drop).

2. Night shift allowance.