Mortgage Case Management Team Leader

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Requirements:

• Minimum of 2 years hands-on team leadership experience.
• Experience leading a team of end-to-end case managers with a solid understanding of the mortgage process.
• Strong organizational skills to manage a complex case pipeline.
• Flexibility to provide occasional hands-on support and cover when necessary.
• Data-driven approach to analyze team performance and identify trends.
• Excellent communication skills to convey information to stakeholders.
• Strong project management skills with proven success in delivering initiatives.

Responsibilities:

• Motivate, support, and lead the case management team to manage customer applications from submission to completion with a focus on outcomes.
• Oversee daily management of up to 15 Case Managers, ensuring performance data informs decision-making.
• Allocate work and manage resources, optimizing workload distribution using data insights.
• Ensure weekend and month-end cover and maintain operations through structured project management.
• Manage high-priority customer cases and provide regular updates, using data to improve resolution times.
• Conduct performance reviews and provide coaching based on performance data.
• Lead and execute initiatives to enhance operational efficiency and service.