Team Manager - Italian Speaker

Team Manager

Reporting to: Banking and Finance Group Delivery Manager

Desk/Dept. Specific: Operations

Job Description:

The Team Manager is accountable for overall delivery of an assigned team or teams by

leading one or more high-performing teams to deliver to Covalen Client. Success in this role

will be driven by a commitment to continuous learning, proactive problem-solving, and the

consistent delivery of exceptional customer service by managing a high performing team,

achieving performance targets, both quantitative and qualitative.

The Team Manager will take overall responsibility for the relationship with the team and ensure

the overall objectives and goals of the process are accurately and efficiently communicated to

all relevant personnel within Covalen.

The Team Manager will take ownership in overall service delivery and play a key part in client

relations while maintaining hands-on technical expertise in the client's operations. This

position includes managing and guiding designated Team Leaders and actively participating

in client relationship alongside other business Stakeholders.

A core responsibility of the Team Manager is to monitor, evaluate, and enhance team

performance. In addition to overseeing day-to-day operational activities, the Team Manager

will also assume ownership of critical delivery areas-such as Quality, Productivity, or

Efficiency-ensuring this meet and exceed organisational standards.

The Team Manager will be accountable for optimising the commercial return of the Intesa

contract through effective ownership and management of the forecasting process.

The Team Manager will be working within and always promoting the Company Values.

Duties and Responsibilities Operational Delivery & Performance

• Manage multiple teams to deliver high-quality service in line with client and Covalen requirements.
• Ensure achievement of all agreed operational KPIs, including quality, productivity, efficiency, customer satisfaction and client-specific targets.
• Monitor team and individual performance, identifying trends and implementing corrective actions where required.
• Act as an operational escalation point for client, employee and service delivery issues, ensuring timely resolution and communication.
• Ensure adherence to all client and company policies, procedures and operational processes.
• Support the delivery of continuous improvement initiatives that enhance operational effectiveness and customer experience.

People Leadership & Development

• Directly supervise, coach and develop Team Leaders, SMEs and other designated roles on the account.
• Foster a positive and high-performing work environment built on communication, collaboration, integrity and respect.
• Ensure all employees receive appropriate client and company-specific training and ongoing development.
• Conduct regular performance reviews, coaching sessions and development discussions with direct reports.
• Support employee engagement, retention and succession planning initiatives within the operation.
• Maintain staffing levels in line with workforce planning requirements.

Client & Stakeholder Management

• Build and maintain effective working relationships with client stakeholders and internal support functions.
• Participate in client meetings, calibrations and operational reviews as required.
• Promote the client's customer experience philosophy and operational standards across the wider team.
• Produce and deliver operational reports in accordance with client requirements and agreed timelines.

Invoicing and Forecast Management Performance Analysis & Continuous Improvement

• Review operational data and reports to identify performance trends and opportunities for improvement.
• Support the implementation of process improvements and operational change initiatives.
• Maintain effective knowledge management practices, including documentation, process updates and cross-training activities.
• Execute corrective action plans to address service delivery or performance issues.

Compliance & Quality

• Ensure compliance with client, company and regulatory requirements.
• Support and maintain quality management initiatives, including ISO 9001 standards where applicable.
• Identify and escalation operational risks, compliance concerns and service delivery issues appropriately and support on mitigation.

General Responsibilities

• Carry out all duties in an accurate, diligent and timely manner.
• Complete all administrative and reporting requirements accurately and on time
• Undertake any other reasonable duties required to support client and business objectives.

Candidate Experience

• Minimum 3 years' experience in an operational leadership or Team Manager role, preferably within a BPO, Insurance Claims, Financial Services or similar environment.
• Minimum of 1 year experience managing team leaders or equivalent supervisory roles.
• Ideally minimum of 1 year business-to-business Client Relationship Management engagement.
• Hold a third-level qualification in Finance, Accountancy, Banking, Payments or a related discipline is desirable
• Be fluent in English and Italian, both written and verbal.
• Strong working knowledge of Microsoft Office and customer management systems.
• Experience with workforce management, ACD and email management systems.
• Exposure to modern business concepts in relation to Customer Care, especially in a financial environment desirable
• Proven ability to lead, coach and develop high-performing customer service teams
• Strong business acumen, analytical thinking and decision-making skills.
• Demonstrated ability to achieve individual and team performance targets and drive operational improvements.
• Excellent organisational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Working experience with a recognised Customer Management / Finance system
• Proven ability to collaborate effectively with cross-functional teams and stakeholders
• Able to work independently, exercise sound judgement and manage escalations through to resolution, including root cause analysis and corrective action implementation Must demonstrate good business acumen
• Demonstrates a strong commitment to performance excellence, continuous improvement and delivering results