Team Leader

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Grade: F2

Designation: Team Leader

Process: Loan Mortgage Group (LMG)

Number of Positions: 01

Minimum Criteria

• All F2 and G grade employees can apply. It will be a lateral movement for F2 grade employees and vertical movement for G grade employees.
• Applicants should have completed a minimum tenure of 18 months in the organization and 12 months in their current role as on 01st March 2026.
• Performance rating of CME or above in the last 6 months.
• No documented disciplinary issues/PIP in the last 6 months.
  
  

Role & Responsibilities

• Stakeholder relationship management:
• Maintain strong relationships with Australian mortgage business stakeholders, including brokers, partners and internal teams
• Understand stakeholder needs, gather feedback, and ensure their satisfaction with our services.
• Act as primary point of contact for Australian stakeholders, addressing their needs and concerns
• Ability to develop effective relationships with their team members
• Team management:
• Lead, mentor, and supervise the Brokerforce and LMG Outsource teams.
• Deliver against clear performance expectations, provide guidance, and ensure high productivity and quality of work.
• Ensure adherence to key metrics and service level expectations
• Manage recruitment, training, and performance evaluation of team members
• Adherence to performance scorecards.
• Operational efficiency:
• Monitor performance of their dedicated team members ensuring they are seeking feedback from brokers and providing coaching where required.
• Deliver against key performance indicators (KPIs) as agreed with the AU stakeholders.
• Optimize processes and workflows to enhance efficiency and improve the overall customer experience.
• Risk, compliance and quality assurance:
• Adhere to companywide quality control measures to maintain the highest level of service quality.
• Mitigate risks associated with an offshore operation and maintain data security standards.
• Problem solving:
• Address and resolve any issues, concerns, or escalations from stakeholders or team members in a timely and efficient manner.
  

Key Performance Indicators

• Improve operational efficiency
• Ensure SL adherence
• Adherence to Portfolio Utilization % standards
• Facilitate professional growth and development of team members
• Ensure 100% Compliance with industry regulations and company policies
• Reduce communication gaps and ensure efficient task coordination
• Responsible for the timely delivery of monthly billing of the BrokerForce and LMG Outsource programs
• Managing the onboarding and offboarding of staff - Recruiting each month
• Managing salary incentives and remuneration of staff to budget
  
  

Required Skills

• Minimum 2 Years in Outsource and/or comparable outsourcing environments
• Experience in Australian loan processing or client service management, which allows them to effectively mentor and coach staff, providing immediate guidance tailored to their tasks and industry requirements.
• Ability to lead a team, provide advice and guidance on handling certain situations such as escalations, service degradation, etc.
• Strong communication skills with brokers and internal stakeholders
• Knowing and understanding the standard of staff we are recruiting is very important.
• Demonstrated ability to think on your feet and be proactive
• Fast paced environment for someone looking to grow into a top management role
  
  

Competencies That Will Be Assessed

• Exceptional customer service skills and a friendly, professional demeanour.
• Willing to take necessary actions and decisions to meet objectives and deadlines.
• Has the ability to solve problems and work proactively.
• Ability to work autonomously with minimal supervision.
• Exhibits strong attention to detail when reviewing important documents, identifying errors, ensuring compliance and maintaining high accuracy through meticulous validation.
• Must be well-organized and capable of managing and resolving conflicting priorities.
  
  

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

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