Team Manager

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 teams 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.

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
• You need to 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 

Qualifications

We are seeking candidates who have ideally led teams across the Philippines and in Australia working at a managerial level to drive forward the capability of the operations function.

With a completed Bachelors degree you will have:

• 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

WORKING LOCATION AND REQUIREMENTS

This role works mostly in a WORK-FROM-HOME SETUP and to be considered for this opportunity you must be able to demonstrate your home working environment is as follows:

• conducive home office (free from noise and distraction)
• main internet: wired internet of at least 50mbps
• reliable back up internet: at least 10mbps speed

Additional Information :

Were excited to offer a competitive compensation package to the ideal candidate as we launch into an exciting phase of growth and opportunity. Join us on this ambitious journey and be part of something truly transformative!

Remote Work :

Yes

Employment Type :

Full-time