Team Lead - Operations

EXPERIENCE REQUIRED: 3+ Years

NUMBER OF POSITIONS: 01

DEPARTMENT: Operations

REPORTS TO: Operations Manager

LOCATION: Gurugram, IN


OVERVIEW

AIS is seeking to hire a Team Leader is responsible for overseeing and leading a team of process associates, customer service representatives or Quality control associates within the organization. This role involves managing day-to-day operations, ensuring high-quality service delivery, and meeting performance targets, all while fostering a positive team culture. The Team Leader will play a critical role in achieving client satisfaction, optimizing processes, and enhancing team productivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Team Performance: Monitor and improve the overall performance of the team, ensuring that they meet or exceed productivity and quality standards
  • Quality Assurance: Ensure that the team consistently delivers high-quality work, adhering to accuracy, compliance, and client satisfaction standards
  • Training and Development: Develop and implement training programs for team members to enhance their knowledge and skills, ensuring their ongoing professional growth
  • Project Management: Oversee the successful execution of projects, ensuring they are completed within established timelines and budget constraints
  • Client Engagement: Build and maintain strong relationships with clients, serving as a point of contact for project-related discussions and issue resolution
  • Knowledge Sharing: Encourage a culture of knowledge sharing and cross-training among team members, enhancing collective expertise and efficiency
  • Operational Efficiency: Identify opportunities for process improvement and cost reduction within the team, optimizing workflows and resource allocation
  • Problem Resolution: Handle issues and challenges within the team or related to client projects, working to find effective and timely solutions
  • Team Leadership: Lead and motivate the team, setting a positive example, and providing guidance, coaching, and feedback
  • Client Satisfaction: Monitor and measure client satisfaction with the services provided by the team and implement corrective actions when necessary
  • Risk Management: Identify and assess project risks and develop strategies to mitigate them, ensuring successful project delivery
  • Communication and Reporting: Maintain effective communication within the team, providing regular updates to management and clients
  • Knowledge Management: Oversee the organization and storage of knowledge assets, ensuring easy access for team members and clients
  • Mentorship and Development: Mentor and guide team members in their career development, helping them reach their professional goals
  • Adherence to Industry Standards: Ensure that the team adheres to industry-specific regulations, standards, and best practices
  • Innovation: Encourage and facilitate innovation within the team, looking for new ways to approach projects and challenges
  • Strategic Planning: Contribute to the development and execution of the team’s long-term strategic plan and goals

SKILLS

  • US Mortgage Domain Expertise: Deep end-to-end knowledge of US mortgage operations, regulatory compliance, loan lifecycle processes, and industry best practices
  • Bankruptcy Operations & Servicing: Extensive experience overseeing US mortgage bankruptcy processes, ensuring strict adherence to court timelines, state regulations, and investor guidelines
  • Team Leadership & Performance Management: Proven track record of leading, mentoring, and driving performance for operational teams, maintaining high SLA compliance, quality standards, and continuous process improvements

QUALIFICATIONS

  • Minimum 3 years of experience in US Mortgage Bankruptcy Operations
  • At least 1 year of experience as a Team Lead managing a team and operational deliverables
  • Manage bankruptcy processes related to Chapter 7, Chapter 11, Chapter 12, and Chapter 13 filings
  • End-to-end understanding of Mortgage Bankruptcy Processes

DISCLAIMER

The information in this job description is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position and may be changed at the company’s discretion to conform to business needs.

ABOUT THE COMPANY

AIS is a Texas-based fintech firm committed to lowering operating costs, improving quality and reducing cycle time with back-office automation, highly skilled talent and standardized reporting and analytics solutions. AIS manages the day-to-day work so our clients can focus on growing their business. We review client processes, eliminate non-value adds, and enhance productivity. We build financial and legal technology to automate and optimize workforce performance. We recruit, train, and manage specialized human resources to meet staff augmentation needs. We equip decision makers with deep data sets and forward-thinking analytics so they can make smarter business decisions and create better customer experiences. We serve a variety of industries including banking, automotive finance, credit card, mortgage, insurance and telecommunications.