Team Manager - Operations

The Team Manager - Operations at AFCA is responsible for managing a complex workload, including batched complaints. This involves prioritizing tasks, executing structured plans, and guiding a team of dispute resolution specialists toward achieving consistent success in complaint resolution. The role also requires adapting to changing requirements and fostering team growth, making strong leadership and organizational skills essential.

To qualify for the Team Manager - Operations position at AFCA, candidates should possess strong leadership skills coupled with the ability to motivate and inspire their team. A familiarity with external dispute resolution processes, excellent organizational abilities, and a strategic mindset are also important. Additionally, candidates should demonstrate a willingness to adapt to change and effectively manage workloads.

AFCA supports team members in the Team Manager - Operations role by providing an inclusive leadership environment and access to experienced senior dispute resolution specialists. The organization prioritizes flexible work arrangements, professional development opportunities, and various benefits that create a nurturing corporate culture. This support ensures that team members can flourish and thrive in their positions.

A strong candidate for the Team Manager - Operations position at AFCA should display qualities such as effective leadership, adaptability, organizational prowess, and a passion for learning. Furthermore, excellent communication skills and the ability to influence stakeholders are critical to navigating both internal and external relationships successfully.

Employees joining AFCA as a Team Manager - Operations can expect a variety of benefits, including flexible working arrangements, a supportive and inclusive workplace culture, and exceptional career development opportunities. Additionally, AFCA offers generous leave options and not-for-profit salary packaging to enhance take-home pay, further demonstrating their commitment to employee wellbeing and work-life balance.

To handle such a situation effectively, I would first assess the reasons for the delays by discussing them with my team members. Understanding their challenges can help identify any training needs or resource gaps. I'll then collaborate with the team to prioritize tasks and possibly adjust timelines, ensuring that they feel supported while maintaining focus on quality outcomes.

My leadership style is inclusive and collaborative, as I believe in empowering my team to share their ideas and solutions. This aligns well with AFCA's culture of valuing every voice and encouraging growth. I make it a point to provide constructive feedback and recognition, fostering a positive and engaging work environment.

In a complex environment, I prioritize workloads by first assessing deadlines and the impact of each task. I use project management tools to segment work into manageable increments, engage in regular team check-ins, and adjust priorities as necessary to ensure that the team stays focused and aligned with our goals.

I approach continuous improvement by fostering an open dialogue around feedback and innovative ideas. I regularly conduct brainstorming sessions and encourage suggestions for process enhancements. By implementing small iterative changes and measuring their impact, we can steadily improve efficiency and effectiveness in our operations.

I bring extensive experience in external dispute resolution processes, having previously managed teams that handled complex complaints. I've become knowledgeable about the relevant frameworks, ensuring compliance while maintaining fairness. Understanding these processes allows me to guide my team effectively and anticipate stakeholder needs.

In a previous role, we faced significant challenges in meeting our complaint resolution targets. By conducting a team workshop, we collectively mapped out our strengths and areas for improvement. This collaborative approach not only motivated the team but also resulted in innovative solutions that led us to exceed our targets in the subsequent quarter.

To adapt to changes in organizational priorities, I maintain open lines of communication with my leadership team, which allows me to stay informed about shifts. I also encourage feedback from my team on how we can pivot effectively. By fostering a culture of agility, we can embrace change rather than resist it, ensuring smooth transitions.

To ensure effective communication, I implement regular team meetings, one-on-ones, and use collaborative tools that encourage transparency. I believe in setting clear expectations and ensuring everyone understands their roles and responsibilities, which minimizes misunderstandings and builds a strong team dynamic.

I measure success through a combination of quantitative and qualitative metrics, such as complaint resolution rates and customer satisfaction scores. Additionally, I gather feedback from team members about their experiences and perceptions. This holistic approach provides a clearer picture of our performance and areas for development.

To create an inclusive environment, I focus on building relationships grounded in trust and respect. I actively seek diverse perspectives and encourage team members to share their unique experiences. Additionally, I promote initiatives that support inclusivity and ensure participation from everyone in discussions and decision-making processes.