Reduction Team Lead

The Ward Law Group, PL•Miami Lakes, FL

4h•Onsite

About The Position

The Reduction Team Lead plays a critical role in supporting the Reduction Manager to ensure the department meets productivity goals, maintains high-quality standards, and supports a culture of continuous improvement. This leader will be responsible for onboarding, training, auditing, reporting, and holding the team accountable to KPIs. While the manager will drive motivation and employee engagement, the Team Lead will focus on the operational execution and performance tracking required to meet the team’s targets.

Requirements

Team Deposit Performance (Results-Based KPI): Measures the percentage of the deposit goal achieved by the team monthly. Target: 100% or higher of monthly goal.
Closing Submission Compliance (Results-Based KPI): Percentage of closing submissions completed on time and in compliance with firm standards. Target: 95% or higher of monthly goal approved closings.
Audit Completion & Quality (Activity-Based KPI with Quality Layer): Completion of assigned weekly case and call audits with measurable quality standards (i.e., audit findings result in follow-ups, corrections, or performance conversations). Part A: 25% of Required Audits Completed Weekly (Target: 100%). Part B: 20% of Audits Resulting in Action Taken (Target: 80%).
Weekly Plan Execution (Activity-Based KPI): Completion and enforcement of team weekly plans including priority case follow-ups, projections, and deposit-focused tasks. Target: 100% on-time submission; 90%+ execution verification.

Responsibilities

Lead the onboarding and offboarding process for all new team members in the Reductions Department.
Design and deliver structured training programs for new hires; track training progress and productivity during ramp-up.
Directly supervise new hires during the training period and assign them to the appropriate pod post-training, in collaboration with the manager.
Provide or coordinate additional training in areas of deficiency for existing team members.
Track and report weekly and monthly team KPIs, including deposits, closings, and reviews.
Ensure all team members understand and are aligned with their monthly KPI goals.
Support the manager in identifying underperformers and assist in action plans, coaching, or disciplinary steps.
Analyze overall team productivity data weekly and identify patterns or deficiencies.
Drive weekly planning sessions and ensure execution through daily follow-ups.
Build weekly Fast Track Closings dashboards and monitor backlog of cases ready to close.
Submit weekly audit reports and insights to the manager.
Assist with quarterly and yearly evaluations by gathering and submitting CM data.
Monitor call escalations and provide root cause analysis and corrective suggestions.
Work with the manager to identify staffing gaps or process inefficiencies.
Propose changes to improve workflows, eliminate duplication, and reduce delays.
Collaborate on RPM audit implementation and compliance.
Share insights on client satisfaction and initiate coaching content for common complaint patterns.
Set the standard of excellence by modeling a high-performance and compliant work ethic.
Foster open communication, feedback, and a collaborative, accountable team environment.
Encourage team members to suggest process improvements and provide feedback.
Support the manager in enforcing disciplinary measures as needed.
Attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays.