Team lead

Job Description

Company SummaryFirst American (India) is a Global In-house Center (GIC) of the First American Financial Corporation (NYSE: FAF) family of companies, a proud member of the FORTUNE 500 companies and was named one of FORTUNE s 100 Best Companies to Work For in 2020. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office and knowledge processing operations to fulfill First Americans business requirements. Our priorities are our employees, customers and shareholders - in that order. FAI has been recognized as one among India s Top 75 workplaces in IT & IT-BPM 2019 by Great Place to Work Institute. FAI has also been recognized among India s Best Workplaces for Women 2019, by the Great Place to Work Institute. First American is a leading provider of title insurance and a broad range of property and mortgage-related services to corporate clients and consumers around the world. Business Services provides simple and complex residential, commercial and industrial real estate transactions; reduce risk; and lower operating costs by creating efficiency through innovative end-to-end processing solutions. Job SummaryThis position is accountable for assigned representative performance management. The incumbent shall distribute workload and related priority. Maintain effective communication & coordination within the team. Effectively & optimally manage all the resources & ensure positive and healthy working relation with all the stake holders. Coach, counsel, groom and motivate assigned direct subordinates. The incumbent will be accountable for resource scheduling. Responsible for Attrition ManagementCompetencies:

• Ability to adopt the emerging technology to support management s focus on operational efficiency and cost
• Ability to guide teams on the nature of the domain and provide domain insights related to the day to day work of the production process
• Ability to Drive the adoption of new technology into Operations
• Ability to effectively monitor the service levels of all the processes under the business and ensure all the orders/tasks are completed within the agreed timelines
• Ability to supervise the production process and TAT as per the SLA
• Ability to plan and strategize workforce in order to meet both Peak and lean season volumes by making optimal use of cross training and 3 shift models
• Ability to Drive quality and time metrics of the processes with reference to their complexity and criticality and Prepare reports for all requests
• Ability to forecast and manage the risk to ensure that there is minimum disruption from the desired plans
• Practical knowledge in Implementing Quality techniques (Sig Sigma, Lean) for process controls
• Ability to use relevant Quality Tools and ensuring team members understand how to improve the defined metrics and overall quality
• Ability to lead skills and capability development in respect of the relevant areas of services to support delivery against the defined strategy
• High level awareness of statuary/ regulatory/ compliance requirements of the businesses we support to the extent that affects Operations
• Ability to understand the linkages and sequence of activities / Tasks / timelines of the transition plan
• Ability to maintain a strong trustworthy relationship with the Stakeholders
• Ability to identify and resolve conflicts / escalation
• Ability to develop an effective communication model to seek feedback and discuss operational management
• Ability to anticipate impact on service delivery and rapidly customize metrics (KPI), tools & Controls to complement the change
• Basic level knowledge of elements pertaining to costing and budgeting
• Ability to take decisions even in the case of ambiguity, with limited consequences, by leveraging experience and knowledge in a conducive environment
• Ability to understand Customer expectations and design a model suitable to enhance the performance of the team members to meet the Service Levels consistently
• Ability to understand training needs, motivational factors, Capacity Planning and appropriately design Rewards Program, Resource Requirement, Training Plans and Feedback Mechanism
• Coaching/Mentoring ability for Career Progression
• Ability to balance workload between Sites based on Cost, Criticality and Business Continuity

Technical Skills:

• Excel Knowledge (Pivot Tables/Sorting/What if analysis/subtotaling/grouping etc.) VBA macros
• Knowledge of Quality Tools
• Knowledge of Mortgage domain

Educational Qualification and Experience: Minimum of 15 years of formal education Graduate (Commerce/Art/Business Administration)Professional work experience of 5-6 years.FAI invests in it s employee s development and well-being, empowers them to provide superior customer services and encourages them to serve the communities where they live and work. FAI is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our company and dedication to putting People First, check out,

Keyskills :
industrial real estatereal estate transactionsquality toolstraining needsservice levelsservice deliverycapacity planningbusiness servicessupport managementcapability developmentoperational efficiencyvba