[Hiring] Team Manager @Deep Blue Company

Role Description

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 and managing key performance indicators (KPIs)
• Delegating tasks and monitoring progress
• Providing guidance and support
• Fostering a positive and productive work environment

Our ideal candidate will:

• Be 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
• Establish an operating rhythm through team huddles, regular 1:1s, meetings, town halls, and updates
• Document and adhere to procedures for uniform task completion while collaborating for coverage
• Keep staff informed and trained on relevant State legislation, skills, tools, processes, and compliance guidelines
• Monitor 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

Qualifications

• 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

Requirements

• This role works mostly in a WORK-FROM-HOME SETUP
• Conducive home office (free from noise and distraction)
• Main internet: wired internet of at least 50mbps
• Reliable back up internet: at least 10mbps speed

Benefits

• Competitive compensation package
• Opportunity to be part of an exciting phase of growth and opportunity