Team Lead, Commercial Servicing

**Team Lead, Commercial Servicing**

**Vancouver, BC**

CMLS Financial, one of Canada’s largest Commercial lenders, is looking for a Team Lead, Commercial Servicing to join our growing team.

The Team Lead, Commercial Servicing is responsible for providing senior-level expertise to the Commercial Servicing team with regards to post-closing transactions in at least one of the functions including documents for execution, insurance, security, investor reporting and payments, borrower transactions, portfolio surveillance and property taxes. Providing leadership and performing a particular function, the Team Lead will be responsible for reviewing, auditing the work of others, and recommending process changes and improvements. The Team Lead will take ownership of improvement initiatives, participate in department planning with the Service Management team, effectively delegate the work allocation of direct reports, and take a leadership role in the annual performance review of those direct reports. The Team Lead will provide clear direction, coaching, counsel and support in all areas of direct reports, including supporting their personal development.

**About the Role**

The Team Lead will have day-to-day duties and responsibilities including but not limited to the following:

- Managing the training, performance and development of subordinates and assisting with new hires.
- Provide daily feedback, coaching, and mentoring to direct reports and maintain open and effective communication to ensure successful knowledge transfer.
- Assist Servicing Management with work allocation and rotation (i.e. monitor servicing ques/workloads) and make suggestions and recommendations to better manage workload for direct reports. Make coverage arrangements for direct reports. Manage team functions/workload and task assignment.
- Perform process verification for major team functions for quality assurance purposes. Perform peer or spot checks for the rest of the team functions when necessary.
- Analyze process error findings, fix gaps, and address staff performance issues efficiently. Collect feedback from direct reports on a regular basis for function improvement, and provide feedback to Assistant Manager and Manager, Operational Effectiveness for procedure and process improvements.
- Actively contribute to the annual performance review process of subordinates. Review direct report’s performance on a quarterly basis, and address direct report’s performance issues efficiently.
- Support direct reports with cross-functional training and personal development.
- Make recommendations on best practices and opportunities to improve internal processes and procedures. Help P&P enhancement, provide recommendations and suggestions for discussion, work on projects and meet action items and complete them within a set time frame.
- Assistant the Servicing Management team with the scope and coordination of responsibilities in the department and corporate projects, including the allocation of project work ensuring timelines, objectives, and inter-dependencies are being met and gaps or issues are escalated as required.
- Client & Customer Management (External), including managing escalations by liaising and maintaining positive relations with borrowers, lenders, brokers, insurers and vendors for information requests.
- Client & Customer Management (Internal), including Origination, Credit, Servicing, and Finance staff to collect, report and confirm information regarding more complex loan transactions.
- Assign routine data collection to subordinates that are provided by various stakeholders and to maintain the integrity of spreadsheets, standard reports and internal systems including LMS and Compass.
- Document management including creating, organizing, reviewing, developing, and maintaining files physically and electronically for the correspondence and records of loan documentation. Works with Assistant Manager to develop and standardize templates, reports, statements, and internal and external communications to meet the company’s service standards requirements.

**This role is for you if you**:

- University degree in Business/Finance/ Real Estate, with a professional designation (such as CFA considered an asset).
- Minimum of 3 years of experience as a Mortgage Specialist. Experience within the financial services industry/ institution and real estate knowledge are considered assets.
- Experienced managing a team of direct reports providing, teaching, coaching, and mentoring.
- Advanced knowledge and use of MS Office and Excel.
- Proficient communication, interpersonal and organizational skills are vital to the role.
- Demonstrated interpersonal skills that promote mutually beneficial, respectful, and professional relationships.
- Excellent communication, presentation, problem-solving, and organizational skills are essential.
- High level of critical and logical thinking, analysis, and/or reasoning to identify underlying principles, reaso