Team Lead

Company Description Moder is a tech-forward outsourcing company founded in 2020 with a mission to improve the financial health of organizations by enhancing their in-house processes through top talent, workflow best practices, and progressive technology. The company specializes in serving the U.S. mortgage, insurance, and banking industries through end-to-end or component-based outsourcing solutions. Moder supports clients with services ranging from one-off projects to functioning as an extension of customer service or operations teams. Built and led by outsourcing industry experts with decades of financial services experience, Moder maintains high standards of service and delivery. The company is American-owned, based in the U.S., and operates offices in India and the Philippines and Guatemala, with NMLS ID# 1186374 (licensing information available at https://www.nmlsconsumeraccess.org).Role Description The Team Lead role at Moder is a full-time, on-site position based in Guatemala City. This role is responsible for overseeing a team that supports financial services clients, ensuring daily operations are executed accurately, efficiently, and in line with service-level agreements. The Team Lead coordinates workflow, assigns tasks, monitors performance metrics, and provides real-time coaching and feedback to team members. This position involves collaborating with cross-functional stakeholders, resolving operational issues, and escalating risks or complex cases when needed. The Team Lead also contributes to process improvement initiatives, assists with training and onboarding, and supports the delivery of consistent, high-quality client outcomes.QualificationsDemonstrated experience leading teams in operations, customer service, or financial services environments, with strong people management and coaching abilities.Proven capability in workflow coordination, performance monitoring, and process optimization in fast-paced, detail-oriented settings.Strong communication and interpersonal skills, including the ability to collaborate with clients and internal stakeholders, and to present updates or reports clearly.Knowledge of or experience in mortgage, insurance, banking, or related financial services sectors is highly beneficial.Ability to analyze data, identify trends, and make decisions that support operational quality, efficiency, and risk mitigation.Comfort working with technology-driven tools and platforms, with proficiency in common office software and willingness to learn new systems.Fluency in Spanish and strong proficiency in English, both written and verbal, to support international client communication.Availability to work full time on-site in Guatemala City, with flexibility to align with client time zones and operational requirements.Post-secondary education in business, finance, operations management, or a related field is preferred; equivalent experience will be considered.