Primary Responsibilities & Duties
Team Leaders within the Verifications department are responsible for leading, coaching and mentoring a team of Verification Officers to contribute to Operational goals. They are responsible for ensuring compliance with responsible lending as well as driving performance and output.
Key Responsibilities
- Ensuring day-to-day critical operational functions are performed on time and consistently; manages queries as and when they arise with swift resolution.
- Allocating rosters and reporting within the Verifications team.
- Consistently striving for quality outcomes, understanding operational risk implicitly and taking the lead to identify potential risks and contribute to remediation actions.
- Lead regular coaching and personal development conversations.
- Acting as a key point of contact for escalations, complex situations, and ad-hoc queries.
- Support team with escalated customer situations, including building relationships and liaising with other teams on behalf of the customer and brokers.
- Quality assurance and continuous development including hindsight reviews in adherence to Wisrʼs Policies.
- Highlighting and communicating any breaches to the Head of Credit Operations as well as identifying suitable training and re-education requirements.
- Coaching, mentoring, developing, and identifying the training needs of the Verification team.
- Assisting in developing short, medium, and long-term strategies to enhance the effectiveness of the Verification team to meet agreed business objectives.
- Lead team reward and recognition initiatives, and coordinate meaningful social connection activities.
- Recruit, onboard, and train new team members.
- Own and implement process improvement projects or business projects end-to-end with minimal supervision.
- Work with our leaders across the Operations Leadership team to ensure continuous uplift in performance.
- Work closely with the Manager of Credit Operations on key strategic initiatives for performance and business improvement.
- Adhoc tasks as required.
PERSONAL SKILLS & QUALITIES
- Previous lending experience is highly advantageous
- Highly evolved written and verbal communication skills, with the ability to understand and liaise with other functions
- Attuned emotional intelligence, with the ability to demonstrate patience, empathy, and genuine care for others
- The ability to lead by example in customer-first behaviours and performance
- The ability to diagnose performance issues, coach and develop the team in improving these performance areas
- A deep understanding of data analysis and reporting functions in Excel or Google Sheets
- The ability to think strategically to uplift team performance and workflow processing
- The ability to manage resources according to workflow and company priorities
- Delivers results as per Key Performance Indicators (KPI's)
- Solid leadership skills and experience, minimum 2 years required
