Job Title: Team Leader for Written Correspondence
Reporting to: Team Manager
Objectives
Written Correspondence team will be responsible for researching written complaints and providing a written response addressing all issues identified in the complaint. The Complaints Resolution Specialist will be responsible for the thorough investigation and resolution of customer complaints.
The Team Leader will be required to lead large teams independently, which will be in the range of about 20 members and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.
Key Result Areas (KRAs)
Leadership:
Ø The Team Leader is expected to actively lead and motivate the team for whom he / she is the primary point of contact.
Ø The Team Leader is expected to be close to the team and be aware of issues, including potential issues, within the team and appropriately resolve / escalate the same.
Ø The Team Leader should be aware of the strengths and weaknesses of his / her team members and provide them with appropriate guidance and direction.
Ø The Team Leader is expected to actively promote the company ethos, and create and maintain an environment which encourages retention.
Ø The Team Leader is expected to identify and implement feasible solutions to issues which could lead to attrition.
Operations:
Ø Leads a team of 20 associates and motivates them to achieve the team, project and client’ SLA. Consistently achieves all KPI's and SLA's set by the clients with strict adherence to Quality parameters.
Ø Uses quality tools to ensure that there is maximum efficiency & productivity
Ø Manages team responsibilities and allocates work to the Team Leaders/SMEs as appropriate.
Ø Develop and maintain superior customer connect
Ø Appraises the teams on their performance and provides regular feedback.
Ø Manages the performance appraisal process / rating .
Ø Interacts with support team to manage HR, Risk and other admin activities
Ø Follow the governance mechanism established with the client
Ø Keep track of all customer feedback/ process issues. Drive actions towards delivery excellence
Ø Resource Planning, Recruitment and Work Allocation
Ø Ensure that all committed deliverables and services are rendered on schedule and at the defined quality levels
Ø Interview and hire new associates as needed to support the growth of the business
Ø Prepare and send operational reports and information to management and stakeholders
Ø Ensure Compliance and controllership
Ø Supervise associates by monitoring volumes and patterns and schedule adherence.
Ø Maintain up to date knowledge of government regulations and real estate laws
Teamwork:
Ø The Team Leader is expected to create and maintain an environment that fosters teamwork, in which each member is an eager contributor.
Ø The Team Leader is expected each team member is a functional unit of a very cohesive team and share a close bond with their peers.
Ø The Team Leader is expected to actively participate and encourage participation in team events.
Continuous Improvement:
Ø The Team Leader is expected to constantly improve upon current performances and raise the bar of expectations and standards.
Ø The Team Leader is also expected to contribute ideas / suggestions which improve the process efficiency or enhance the way we work.
Ø The Team Leader should constantly strive to invite suggestions from the team and implement them if found feasible.
Appraisals:
Ø The Team Leader is expected to conduct and document appraisal reviews of the team members on at least a monthly basis.
Ø The Team Leader should give feedback to individual team members in a manner not offensive to the team member, focusing on the performance rather than the personality of the individual, in an unbiased and unprejudiced way.
Ø The Team Leader should be objective and specific while delivering feedback and avoid being general.
Qualification:
Ø Graduate with excellent communications skills (oral & written)
Ø Total 5-8 years of experience with a minimum of 2 years of supervisory experience
Ø Proven experience in customer service or complaints handling.
Ø Strong critical thinking and problem-solving skills.
Ø Excellent written communication skills with the ability to convey complex information clearly and concisely.
Ø Strong management/people skills
Ø US Mortgage Experience Required
Ø Strong organizational, planning, and analytical skills.
Ø Good mathematical and statistical skills for analysis of data and generation of reports.
Skill Sets
Ø Good interpersonal skills
Ø Prioritizing and Time Management
Ø Planning and Organizing Skills
Ø Good Knowledge of MS-office
Ø Flexibility to work in different shifts
Ø Acceptability by the team
Ø Good written and verbal communication
Ø US Mortgage Industry knowledge
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コグニザントについて
コグニザント（Nasdaq-100: CTSH）は世界有数のプロフェッショナル・サービス企業であり、企業がテクノロジーの近代化、プロセスの再構築、エクスペリエンスの変革を実現し、変化の激しい世界で優位に立てるよう支援しています。
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