Team Manager

About the role

The Team Manager will be responsible for managing day‑to‑day operations, people and performance management, while helping the client identify process gaps, innovate solutions, and scale operations.

Key responsibilities

• Provide mentorship, guidance and career development to team members.
• Manage overall performance of the team and governance of Statements of Work.
• Oversee day‑to‑day operations in line with requirements and SLAs.
• Identify and resolve service delivery issues and implement preventative measures.
• Drive business operations to improve customer experience and operational efficiency.
• Lead Assurance (QA) programs to exceed SLA performance.
• Collaborate with Client Business Directors to determine resourcing needs and align hiring with HR.
• Develop the annual financial plan with the delivery leader and report monthly performance to executive leadership.
• Ensure compliance with client and regulatory requirements.
• Maintain quality control through queue monitoring, performance reviews, and employee development.
• Maintain positive relationships with clients.

Required profile

• Minimum 5 years of supervisory and people‑management experience.
• Bachelor’s degree preferred.
• Operations management experience in customer service.
• Experience managing large teams of 50+ employees.
• Proven ability to develop and manage a results‑oriented environment.
• Strong leadership, mentoring and communication skills.

Required skills

• Quality audit tools.
• Workforce management analytics.