Books Risk Team Manager [A]

The BRM Team Manager is accountable for creating a high-performance culture that motivates reviewers to demonstrate levels of ownership, accountability and Publisher advocacy that enables a remarkable customer experience while following our BRM policies and guidelines. As a front-line manager of ~15 associates/specialists, the Team Manager will regularly monitor key metrics for their team and provide coaching, guidance, and mentorship to achieve individual and team goals.

The Team Manager is also responsible for interviewing, employee development, supporting training initiatives, process improvements, performance management, team engagement and support different stakeholders who require Leadership assistance.

This position is an acting (seasonal) role where candidates required to have an advance level of English/Spanish.

Key job responsibilities

• Lead a team of reviewers/investigators and/or Specialists.
• Responsible for meeting with the team members regularly and conducting 1:1s for performance and career development purposes.
• Carry out supervisory responsibilities in accordance with Books policies and procedures. Duties include but are not limited to: interviewing, training, motivating and coaching employees; fostering effective employee career growth and succession planning.
• Promote a positive team environment. Demonstrates effective communication and cooperation among management and peers.
• Conducts performance improvement efforts by coaching, using metrics to identify needs, and implementing short- and long-term action plans to guide progress.
• Work with staffing agency partners and/or HR teams to recruit top talent.
• Promotes, plans, performs and implements process improvements throughout Gemba with the team.
• Actively seeks solutions and provides trends & feedback to the Group Manager or Operations Managers to drive technology and operational improvements; interface effectively with internal teams.
• Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team.
• Manages and maintains payroll and schedule adherence in payroll system.
• Has schedule flexibility, including the ability to work outside normal business hours, including weekends.