Team Manager
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Job Description
Team Manager overseeing Manila-based conveyancing support teams for DBC Philippines. Driving customer experience, operational performance, compliance, and quality for Australia’s residential property transactions.
Responsibilities:
- Oversee team performance and activities to ensure efficient and effective achievement of business goals
- Deliver the best possible customer experience through the team's end-to-end File Management service
- Ensure excellent output against matter-handling targets, 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 audit results
- Act as primary contact for escalations, investigate issues, and prepare event reports
- Oversee contracts and tasks and provide 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
- Perform other tasks as assigned by Management
Requirements:
- Completed Bachelor’s degree
- 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, and PEXA applications
- Ability to anticipate needs of team members and clients, and self initiative to meet those needs
- Leadership, coaching, and training skills
- 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, flexible, and adaptable to change
- Ability to act on strategies for solving problems and meeting objectives before being asked
- Exceptional attention to detail
- Perseverance and commitment
- Commercial awareness and desire to keep abreast of developments
- Integrity, ethical and moral behaviour regarding client confidences, company confidentiality, and team interactions
- Conducive home office free from noise and distraction
- Wired main internet of at least 50 Mbps
- Reliable backup internet with at least 10 Mbps speed
Benefits:
- Competitive compensation package
- Work-from-home setup
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