Team Manager - Outsource Operations

This role will require regular time in our Hull office.

You will be accountable for Team Leaders (c. 2) and Agents (c.30). You'll ensure business requirements are delivered to plan, including compliance, commercial, operational efficiency targets and managing in accordance with the company competency framework, policies and procedures.

Key Deliverables

• Responsible for the delivery of department SLAs, ensuring that all compliance, commercial and efficiency targets are met or exceeded.
• Identify TL and agent performance versus targets; guiding the coaching work of the TLs and translating these into appropriate performance appraisal feedback, development plans or formal procedural action and execute these actions.
• Understand the compliance and conduct risk obligations of the 1st line of defence and ensure these are implemented within all activities.
• Maintain expected team standards and ensure best practice people management by conducting all people management related activity, including disciplinary hearings, attendance reviews, return to works, flexible working requests and performance improvement activity in accordance with Company policy.
• Responsible for working proactively and constructively with other company stakeholders to establish and maintain department compliance, performance, policies and procedures whilst shaping a ‘can do’ culture within the TL management team.

Key Tasks

• Conduct regular (every 4-6 weeks) 121/company appraisal sessions with all agents and team leaders, using relevant documentation. This includes use of PDP or PIP as appropriate to the agent or TL development needs.
• Review TL and agent performance data to direct TL coaching to where required. Lead bi-weekly team review sessions with TLs to decide performance management interventions on all areas of agent performance (e.g. call quality, commercial performance, efficiency, complaints and account errors).
• Conduct all people meetings under formal company policies such as disciplinary hearings, Sickness & TOFD RTWs, Attendance reviews, Flexible Working Requests, grievances and appeals.
• Conduct call calibration sessions.
• Conduct coaching observations using documentation for TLs (2 x call feedback and 2 x call calibrations per month); feed these into 121 appraisal.
• Update and administer relevant systems as required in line with company processes such as HR system, i360.
• When required, support client visits, audits and call calibrations to represent the Company as a POC and expertise on 1st LOD compliance, process or procedure matters.
• Lead agent team meetings in line with schedule.
• Attend own team meetings in line with schedule.
• Cover a rotation of required hours across weekdays and weekends; ensuring opening and closing processes are adhered to.
• Conduct manager calls in line with company process.
• Acting as POC in the absence of the Business Performance Manager; leading team meetings and representing the Business Performance Manager in meetings, projects and duties where required.
• Support Team Leader recruitment as required.
• Act as POC for the TL team on process, people and systems queries.