Operations Supervisor
Wells Fargo
Manila, Philippines
1d ago

About the Role

Internally known as Loan Administration Supervisor, the Operations Supervisor is responsible for supervising staff, providing resolution and customer service for both internal and external customers.

May manage research and escalation function and / or a larger, more complex group. Duties may include supervising workflow and quality of representatives, overseeing resolution to complex calls, working with management team to identify problems and improve customer service levels, interfacing with other Bank departments / vendors to resolve problems, communicating company policy, procedures and practices, making employment decisions and setting performance standards, training and coaching staff, conducting performance evaluations, performing financial, product and / or business case analysis and completing projects as assigned

Responsibilities

  • Leads and Manages a team of LSSs (Loan Servicing Specialists) in the execution of operational activities (i.e. taking calls, addressing customer issues / queries and others)
  • Provides necessary action items, coaching, mentoring, monitoring and assistance to ensure that all financial metrics are met and or exceeded by the team members.
  • Provide positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
  • Handles escalation from LSSs as exercising discernment on whether or not the individuals are capable of handling complex customer calls.
  • Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.

  • Prepares reports on team level performance and cross checks this with their overall metrics for the account / program.
  • Motivates and inspires agent to perform better by formulating and implementing regular team activities.

  • Increase effectiveness of TMs and tools by recognizing opportunities for development and proactively creating process improvement strategies and structures
  • Coordinating the pre-screen and interview process during the hiring, as needed.
  • Market Skills and Certifications

    College graduate / Bachelor's degree, any field

    At least 3 to 5 years of relevant experience as a supervisor, coaching / managing a team.

    Loan administration experience is an advantage. Experience in home mortgage is preferred.

    Good team management skills, problem solving skills, time management skills.

    Must be able to adapt to assignments quickly. Ability to manage multiple tasks under pressure. Ability to manage time and meet or exceed all deadlines.

    Working knowledge of MS Excel, MS Word; Microsoft Access is preferred

    Experience with MSP, Imaging and Content Management Platform (ICMP) and other mortgage related applications is preferred.

    Previous Risk and / or Analytical experience is an advantage.

    Demonstrate strong negotiation, communication & presentation skills

    Amenable to work on the night shift, shifting schedules, and holidays.

    Amenable to work in Mckinley Hill, Taguig City

    Leadership Expectations at Wells Fargo

    As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
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