Team Manager

DBC Philippines is the shared services company of Deep Blue Company (DBC) - an innovative Australian scale-up reimagining the experience in the 'sale to settlement' for residential property buyers, sellers and real estate agents across Australia. Our group of brands includes Conveyancing.com.au, First Class Legal and bytherules - three leading Property Law firms.

We have newly created roles delivering support to our customers through the legal process of contract, document and title exchange within our Conveyancing.com.au business.

Conveyancing.com.au is Australia's leading conveyancing-only law firm with offices across Australia and 5-day customer support. Conveyancing.com.au is leading the future of conveyancing with digital solutions to make it easier than ever to buy and sell property. Our lawyers, clerks and paralegals on the ground in Australia are supported by a team of dedicated sales, service and legal support professionals in our Manila office.

Job 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, 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 Bachelor’s 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

We’re 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!