Operations Lead - Customer Financing - HDMF

FILINVEST COMPANY: FILINVEST LAND, INC.

JOB SUMMARY:

The Customer Financing- HDMF Lead closely monitors the daily productivity of staffs to ensure that Pag-Ibig financing accounts will be applied and processed for a housing loan. Customer Financing-HDMF Team Lead is also expected to conduct performance management reviews for the frontline staff of Customer Financing-HDMF, it includes mentoring associates to attain departmental and operational goal. The role also entails close coordination with business partners regarding the policies and processes being implemented.

KEY FUNCTIONS/DUTIES AND RESPONSIBILITIES:

1. Monitors daily productivity of staffs to ensure that the target take-outs, service levels and other key objectives are achieved.

2. Provides supervision and side by side trainings to Customer Financing-HDMF Associate to deliver high and quality customer service.

3. Measures the operational performance of the staff and provides necessary training, coaching or guidance if required. He/she is responsible in conducting regular meeting with staffs to discuss performance reviews and provide recommendations to improve the quality and quantity of the work done.

4. Coordination with internal Operations unit regarding policies, processes and other concerns related to the unit.

5. Ensure that customer complaints are resolved in a timely and professional manner. In severe/ complex cases, he/she has to escalate to Customer Financing-HDMF Head for resolution.

6. Creates, modifies and prepares daily and periodic reports to be used internal to the unit and for management purposes.

7. Works closely with the Customer Financing-HDMF Head in providing immediate and long-term solutions to the problems encountered.

EDUCATION, TRAININGS, LICENSES REQUIRED:

· Bachelors Degree on any 4-year course. Preferably a graduate of Management, Finance and/or Information Science or any related courses.