KEY RESPONSIBILITIES:

Your responsibilities include but are not limited to the following:

• Manage time wisely to meet/exceed defined performance requirements of the team or business unit.

• Follow and enforce established operations protocols and standard work procedures

• Motivate all team members to be driven to meet their individual/team daily productivity goals

• Ensure proper and timely feedback and coaching are provided to all direct reports

• Interact with all members of the team with respect, sensitivity, tact, and professionalism

• Escalate immediately to Business Unit Heads ALL deviations and issues with operations procedures

• Act as primary a change agent to support Management with process and policy changes that can contribute to the overall objectives of the organization

• Build a highly engaged, productive, and responsive workforce and create a conducive operations environment where all team members collaborate towards a common goal defined by Management.

Functional Responsibilities

Manage the day-to-day operations of the Telesales team which include the following:

• Ensure all telemarketing campaign activities (including communication with existing and potential customers) are processed by all team members within set time frame

• Review and evaluate quality of loan applications endorsed for approval and adhere to established Credit Policy and Operations Guidelines.

• Discuss with team members (through face-to-face interactions and proper documentation) performance pertaining to processed applications, approved applications, delinquency ratio, adherence to verification procedures, call quality, call handling time, schedule adherence, and company policies

• Handle customer escalations endorsed by team members

Secondary Function: Might be assigned to work on special projects or associated tasks or create reports as needed

SKILLS AND COMPETENCIES:

Essential

• Professional Background. With direct experience on at least any two of the following: - Sales/Customer Service in a BPO/Shared Services environmentTele-CI or Loans Verifications experience from the banking industryCredit Underwriting for Personal or Consumer LoansCollections and Recovery experience from a local lending/financing company

• Acumen. With an operational understanding of the Credit Underwriting, Loan Verification, and/or Collections Processes on a leadership capacity.

• Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization

• Change Agent. Can move and positively influence the team to support process changes which can contribute to the overall objectives of the organization.

• • Entrepreneurial Spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets.

• Analytical. Can identify underlying principles, reasons, or facts which influence and might influence center productivity and asset quality of portfolios.

• Quality-Oriented. With high attention to details to execute functional role and ensure team alignment with compliance standards and policies. • Self-Starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated of its processes.

• Technical Savvy. Understands how to operate general computer functions, MS Office tools (such as MS Word/Excel), and common Hot Keys (e.g., Alt + Tab)

Desirable

• Education. A college graduate or have completed at least 2 years of undergraduate or vocational studies.

• Leadership Certification. Undergone any training on leadership, team management, problem-solving and decision making, managing KPIs, coaching and feedback, general labor relations for operations, talent selection and development.

• Contact Center Operations. Understanding of how to operate any CRM software and computer telephony systems.

• Technical Certification. Completed any public or in-house training on credit underwriting, loans verifications, or collections and recovery.

• Soft Skills Certification. Undergone training in negotiation skills, handling difficult customers, time management, customer service, or selling techniques.