Team Leader (Group Operations)Mortgage Operations• On boarding and Coaching of Team Members remotely and in office.• Overlooked all aspects of the Contact Centre's operations, directly supervised the agents (Customer Service /Ramp)• Coordinated activities of business concerned with budgeting, pricing, sales, distribution of products.• Flawlessly handled payroll and training for all associates• Solved complex customer and employee problems and ensured the highest level of satisfaction• Generated savings of up to 15% on supply costs through key relationship management with suppliers.• Analyzed data, using statistical methods and applications, to evaluate the outcomes and effectiveness of workplace programs.• Filed and retrieved corporate documents, records, and reports.• Prepare invoices, reports, memos, letters, financial statements and other documents• Contributed in creating a good operational Process for the project• Trained, and supervised subordinates to maximise their potential• Actively participate in the recruitment process for new employees and transfer, promotion opportunities. • Audit Rosters and manage leaves, absenteeism and comply with leave policies.• Ensured operations adhere to policies and regulations.• Monitored team’s KPIs and achieved monthly KPIs target.• Supported in team hand over to an external company and liaised with external leaders to provide them understanding of the operational rhythm• Provided support to Senior Operations Managers with daily, weekly and monthly tasks.• Contributed to Continuous improvement for the processes at the contact centre.

Directed company’s financial activities to fund operations, maximize investments and increase efficiency;Overlooked all aspects of the station's operations, directly supervised the station agents (Customer Service /Ramp);Coordinated activities of business concerned with budgeting, pricing, sales, distribution of products.Flawlessly handled payroll and training for all associates;Solved complex customer and employee problems and ensured the highest level of satisfactionGenerated savings of up to 15% on supply costs through key relationship management with suppliers;Analysed data, using statistical methods and applications, to evaluate the outcomes and effectiveness of workplace programs;Filed and retrieved corporate documents, records, and reports;Prepare invoices, reports, memos, letters, financial statements and other documents;Controlled the inventory of spare parts and fuel, and completed all purchase requisitions on time; restocked and organized inventory items on a regular basis;Trained, and supervised subordinates to maximize their potential;Actively participate in the recruitment process for new employees and transfer, promotion opportunities; Make daily account settlements; Ensured operations adhere to policies and regulations; Monitored company’s KPIs and achieved monthly KPI target.