The Operations Team Lead is responsible for leading a team of paralegals and driving the team’s performance to ensure an excellent customer experience throughout the File Management process. Additionally, the Lead is responsible for the creation and ongoing development and evolution of a positve, collaborative, supportive and outcome-focused team environment that brings the DBC (Deep Blue Company) values to life.
As an Operations Team Lead you 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.
- Embedding an operating rhythm and conducting team huddles, regular 1:1’s, team meetings, town halls and critical information updates in a planned and ordered manner
- Ensuringprocedures are in place, documented and adhered to in order to perform uniform routine tasks and settlement completion, partnering with Lawyers on pre-settlement processes and Workforce to ensure coverage of file load
- Ensuring that all staff are updated and upskilled on the applicable State legislature, behavioural skills, Tools & Process updates and Company Guidelines affecting their work standards and compliance requirements
- Setting, monitoring and managing team Performance and flow of team deliverables based on SLA (Service Level Agreements) and auditing process resultse.Handling escalations as the Supervisory Contact for customer escalations process and conducting necessary investigation and/or support and providing a report of the series of events
- Ensuring that all Final Settlements are monitored and provide regular feedback into the team to improve the quality of their work, reducing errors and improving customer experience
- Managing Financial goals by tracking the Billing & Payment deliverables compliance for the assigned group
- Championing and modelling compliance to Company values, policies and guidelines
- Building and managing a program of activity with the team to reinforce positive team behaviours, create and celebrate a positive team culture
- Managing team member compliance to Company policy, process and procedure, State Legal and Team Guidelines by reinforcing the same over Coaching & 1:1 Sessions and via the Discipline Management process, where needed
- Monitoring daily attendance compliance, escalating issues to Work Forceand the People Team by partnering with them to ensure appropriate interventions and disciplinary processes are actioned
- Perform other tasks as assigned by Management
