Team Manager

Deep Blue Company

3d•Remote

About The Position

The Legal Delivery Team is the engine room of DBC Philippines. Providing scalable, quality conveyancing support and services to buyers and sellers across the retail residential market, the Legal Delivery team works across all states in Australia and includes a large team of operational specialists in the Philippines. We are seeking an experienced Team Manager to oversee our team's performance and activities. You will ensure that the team functions efficiently and effectively to achieve business goals. Key responsibilities include setting objectives, managing key performance indicators (KPIs), delegating tasks, monitoring progress, providing guidance and support, and fostering a positive and productive work environment.

Requirements

Ideally led teams across the Philippines and in Australia, working at a managerial level to drive forward the capability of the operations function
Completed Bachelor’s degree
A minimum of 2 - 5 years of experience as a Team Manager in a BPO/Call Center environment working with AU, NZ, US or UK customers
Free of personal commitments like pursuing further studies, taking licensure exams, etc.
Proficiency in M365, Actionstep, PEXA applications
Ability to anticipate needs of team members and clients, and self initiative to meet those needs
Leadership skills, coaching and training
Strong written and verbal skills for regular communications to various stakeholders, including team members and clients
Critical thinking skills and a proactive approach to problem solving
Efficient – able to handle multiple demands while remaining flexible and adaptable to change
Ability to act on strategies for solving problems and meeting objectives before being asked to do so
Exceptional attention to detail
Perseverance and commitment
Commercial awareness and desire to keep abreast of developments
Integrity, ethical and moral behaviour regarding client confidences and information, company confidentiality, and overall team interactions
Conducive home office (free from noise and distraction)
Main internet: wired internet of at least 50mbps
Reliable back up internet: at least 10mbps speed

Responsibilities

Responsible for the delivery of the best possible customer experience through the end-to-end File Management service delivered by their team
Ensure that the team delivers excellent output against the target number provided by Workforce for matters handled, financial goals, State Legal, Quality Assurance and Risk Management guidelines
Establishing an operating rhythm through team huddles, regular 1:1s, meetings, town halls, and updates
Documenting and adhering to procedures for uniform task completion while collaborating for coverage
Keeping staff informed and trained on relevant State legislation, skills, tools, processes, and compliance guidelines
Monitoring team performance and deliverables against SLAs and auditing results
Act as the primary contact for escalations, investigating issues and preparing event reports
Oversee contracts and tasks, providing regular feedback to enhance quality and accuracy
Track compliance with billing and payment deliverables as applicable
Model adherence to company policies, values, and guidelines
Build activities to reinforce positive behaviors and celebrate team achievements
Ensure team compliance with company and state policies through coaching and discipline management as needed
Track daily attendance and escalate issues to the Workforce and People Team for appropriate action
Perform other tasks as assigned by Management