Senior Team Manager - Tech (Streaming) | Shaw

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Skills you'll use

What you'll do

• People Leadership
• Lead, coach, and develop Team Leaders to consistently achieve operational, quality, compliance, and people performance objectives.
• Foster a culture of accountability, operational excellence, collaboration, and continuous learning.
• Conduct regular performance reviews, coaching sessions, talent assessments, and succession planning activities.
• Drive employee engagement, retention, leadership capability development, and recognition initiatives.
• Build a high-performing leadership team capable of delivering consistent business results.
• Operations Management
• Oversee the day-to-day delivery of multiple Content Protection Operations workstreams, ensuring the efficient, accurate, and compliant processing of copyright infringement and legal claims.
• Ensure achievement of Service Level Agreements (SLAs), Average Handling Time (AHT), Quality, Critical Fail (CF), Quality Defect (QD), productivity, turnaround time (TAT), backlog, and operational performance targets.
• Monitor operational health through performance dashboards and proactively mitigate operational risks impacting business performance.

Who can apply

• Establish and maintain operational governance by ensuring adherence to client policies, standard operating procedures, and regulatory requirements.
• Lead operational readiness for new initiatives, policy changes, and business requirements.
• Ensure all infringement claims are processed in accordance with applicable copyright laws, legal requirements, Spotify policies, and operational procedures.
• Partner with Legal, Quality, and Content Operations teams to maintain high decision accuracy and operational compliance.
• Drive initiatives to minimize Critical Fail (CF) and Quality Defects (QD) through proactive coaching, calibration sessions, quality governance, and root cause analysis.
• Lead corrective and preventive action plans resulting from quality reviews, compliance audits, operational risks, and recurring defects.
• Maintain audit readiness and promote a culture of compliance, operational discipline, and continuous quality improvement.
• Partner with Workforce Management (WFM) to develop short- and long-term staffing strategies aligned with forecasted demand, business priorities, and operational targets.

About Sutherland

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