Team Manager

Key Responsibilities

● Day to day supervision of our offshore team across client services and data entry.

● First point of escalation for the team, so that routine questions are resolved offshore rather

than onshore.

● Allocating and balancing workload across the team, and flagging capacity issues before they

become backlogs.

● Running the weekly admin meeting with the offshore team, which our Brisbane team leader

currently chairs.

● Quality oversight on the team's output.

● Manage shared admin inbox

● Phone system administration and the delegation of client calls

Qualifications

● Bachelor's degree in business administration, Management, Commerce, or a related field

(preferred but not essential).

● Strong written and verbal English communication skills.

● Proficient in Microsoft Office Suite, particularly Outlook, Excel, and Teams.

● Experience using CRM systems, practice management software, or similar business platform

is advantageous.

● Demonstrated ability to manage administrative processes and workflows.

Competencies / Personality Traits

● Strong leadership skills with the ability to supervise, coach, and support a remote team.

● Excellent organisational and time management skills, with the ability to prioritise tasks and

manage competing deadlines.

● Proactive problem solver who identifies issues early and takes initiative to resolve them.

● Confident decision-maker who can handle routine escalations independently and know when

to escalate more complex matters.

● High attention to detail with a strong focus on quality and accuracy.

● Effective communicator who can build positive working relationships across offshore and

onshore teams.

● Accountable and dependable, taking ownership of team performance and deliverables.

● Adaptable and resilient, able to perform well in a fast-paced and changing environment.

● Collaborative and supportive, fostering teamwork and maintaining a positive team culture.

● Customer-focused, understanding the importance of delivering excellent service to both

internal and external stakeholders.

● Analytical mindset, able to monitor workloads, identify capacity constraints, and recommend

improvements.

Prior Experience

● Minimum 3–5 years' experience in an administration, operations, or client services

environment.

● At least 2 years of experience leading or supervising a team, preferably in an offshore or

remote setting.

● Proven experience allocating work, managing team capacity, and monitoring productivity.

● Experience handling team escalations and providing first-level operational support.

● Experience conducting quality assurance reviews or auditing work for accuracy and

compliance.

● Experience managing shared mailboxes and coordinating high-volume administrative

workflows.

● Experience facilitating team meetings, providing coaching, and driving team accountability.

● Experience with phone system administration or call routing/delegation is highly desirable.

● Previous experience supporting Australian businesses or clients is advantageous.

● Experience in professional services (e.g., accounting, financial planning, legal, property, or

consulting) is preferred but not essential.