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
A comunidade Cognizant:
Somos uma equipe de alto calibre que aprecia e apoia uns aos outros. Nosso pessoal defende um local de trabalho enérgico, colaborativo e inclusivo, onde todos possam prosperar.
- A Cognizant é uma comunidade global com mais de 300,000 funcionários em todo o mundo.
- Não sonhamos apenas com um caminho melhor – nós fazemos acontecer.
- Cuidamos de nossas pessoas, clientes, empresa, comunidades e clima fazendo o que é certo.
- Promovemos um ambiente inovador onde você pode construir o plano de carreira certo para você.
Quem somos:
A Cognizant é uma das principais empresas de serviços profissionais do mundo, transformando os modelos de negócios, operação e tecnologia dos clientes para a era digital. Nossa abordagem consultiva exclusiva baseada no setor ajuda os clientes a visualizar, construir e administrar negócios mais inovadores e eficientes. Com sede nos EUA, a Cognizant (membro do NASDAQ-100 e uma das Melhores Empregadoras do Mundo da Forbes 2024) é consistentemente listada entre as empresas mais admiradas do mundo. Saiba como a Cognizant ajuda os clientes a liderar com o digital em nosso site.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
Disclaimer:
As informações de compensação são precisas a partir da data desta publicação. A Cognizant se reserva o direito de modificar essas informações a qualquer momento, sujeito à lei aplicável.
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.