Default Operations Team Lead

Position Summary

The Default Operations Team Lead coordinates daily team activities and workflow to ensure accuracy, timeliness, and strict compliance with client, investor, and regulatory standards. This hands-on role manages a small file portfolio, offers staff backup support during peak volumes, and serves as the primary contact for internal questions or escalations. Additionally, the Team Lead monitors performance metrics, coaches and mentors team members, and maintains departmental standards to support both client scorecard expectations and overall firm objectives.

Key Responsibilities

• Workflow Coordination: Oversee and prioritize daily team tasks to ensure accurate and timely completion.
• Staff Support: Offer guidance on departmental procedures, client directives, and regulatory guidelines.
• Quality Assurance: Conduct regular spot-checks and quality reviews to ensure adherence to compliance standards and scorecards.
• Issue Escalation: Act as the first point of contact for team questions, escalating complex operational or compliance risks to the Supervisor/Manager.
• Mentorship & Training: Coach team members, provide performance feedback, and assist with onboarding and training initiatives.
• Data Integrity: Verify proper documentation and data entry across internal case management systems and client platforms.
• Audit Support: Help the team prepare for and participate in audits, client requests, and special departmental projects.
• Process Improvement: Identify minor workflow bottlenecks and suggest practical solutions to management.
• File Management: Maintain a small individual file portfolio and step in to assist staff during high-volume periods or short-staffed situations.
• Reporting Assistance: Help gather data for client status updates, required reports, and scorecard rebuttals as requested by management.

Key Performance Expectations

• Operational Efficiency: Lead daily activities to consistently meet or exceed established productivity and turnaround goals.
• Quality & Accuracy: Ensure all individual and team work products maintain a minimum accuracy rating of 95% during quality reviews.
• Risk Mitigation: Strict adherence to internal procedures to prevent financial or operational losses caused by administrative errors.
• Metrics Tracking: Accurately track team performance metrics and report updates to the Supervisor/Manager in a timely manner.
• Team Development: Provide daily direction and feedback to foster skill development and accountability within the team.
• Communication Standards: Ensure all staff respond to client, court, and internal inquiries (emails, intercoms, and platforms) within 24 hours of receipt.
• Change Implementation: Support process improvement and automation efforts by helping the team successfully adopt approved changes.
• System Management: Maintain up-to-date documentation and system entries across all firm and client platforms.

Required Skills & Abilities

• Industry Experience: 2–3 years of experience in foreclosure, bankruptcy, or creditor-rights operations preferred.
• Leadership Background: Minimum of 1 year of experience in a lead or supervisory support role preferred.
• Workflow Management: Proven ability to organize team tasks, meet strict deadlines, and maintain quality output in a fast-paced environment.
• Compliance Knowledge: Strong understanding of client scorecards, compliance requirements, and operational quality standards.
• Interpersonal Skills: Excellent communication, coaching, problem-solving, and decision-making capabilities.
• Attention to Detail: Highly organized with a strong commitment to accuracy and minimizing operational errors.
• Technical Proficiency: Skilled in Microsoft Office Suite; familiarity with Perfect Practice or similar case management systems is preferred.
• Adaptability: Flexible approach with the ability to balance individual file management alongside hands-on team backup support.

Physical Requirements

• Stationary Work: Primarily desk-based with extended periods of sitting and regular computer use.
• Sensory Demands: Sufficient visual acuity to read digital screens and printed text; clear speech and hearing for professional phone calls and meetings.
• Manual Dexterity: Ability to operate standard office equipment including computers, phones, scanners, and copiers.
• Physical Mobility: Ability to move around the office, reach or bend to access file drawers, and occasionally lift up to 20 pounds of documents or supplies.