The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients.

We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, loyalty, and service — to our clients, teammates, and community.

Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results.

Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas.

Position Overview:

Provide a summary overview of 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.

Job Description & Responsibilities – including but not limited to:

Team Support & Training:  

• 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.

Productivity & KPI Oversight

• 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.

Reporting & Administrative Tasks

• 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

Strategy & Operational Improvement

• 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.

Leadership & Culture:  

• 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.

Additional Corporate Training:

• Employee will be required to attend additional in-person trainings, which may occasionally be scheduled on weekends, including Saturdays and Sundays. Employees will be given 30-day notice prior to scheduled training to make arrangements to attend the training in-person.

Key Performance Indicators – Reduction Team Lead

1. Team Deposit Performance (Results-Based KPI)

• Definition: Measures the percentage of the deposit goal achieved by the team monthly.
• KPI Name: Monthly Deposit Attainment
• Target: 100% or higher of monthly goal
• Why It Matters: Deposits are the final indicator of value captured. This reflects the team lead’s ability to drive productivity and reduce file delays through follow-up and accountability.

2. Closing Submission Compliance (Results-Based KPI)

• Definition: Percentage of closing submissions completed on time and in compliance with firm standards.
• KPI Name: Closing Submission Compliance Rate
• Target: 95% or higher of monthly goal approved closings
• Why It Matters: Timely and compliant submissions show that audits, follow-ups, and team oversight are working. High submission quality leads to faster case resolution.

3. Audit Completion & Quality (Activity-Based KPI with Quality Layer)

• Definition: Completion of assigned weekly case and call audits with measurable quality standards (i.e., audit findings result in follow-ups, corrections, or performance conversations).
• KPI Name: Audit Execution & Impact Score
• Formula:
  • Part A: 25% of Required Audits Completed Weekly (Target: 100%)
  • Part B: 20% of Audits Resulting in Action Taken (Target: 80%)
  • Final Score: Combined score
• Why It Matters: It's not just about doing the audits — it’s about doing audits that drive behavior and improvement. This holds her accountable for meaningful oversight.

4. Weekly Plan Execution (Activity-Based KPI)

• Definition: Completion and enforcement of team weekly plans including priority case follow-ups, projections, and deposit-focused tasks.
• KPI Name: Weekly Plan Execution Rate
• Formula:
  • 100% of weekly plans submitted by Monday
  • 100% of plans followed up and checked by EOW
• Target: 100% on-time submission; 90%+ execution verification
• Why It Matters: Weekly planning drives daily direction. If the plans are detailed and followed through, closings and deposits follow.