Team Manager – Italian Speaker

About the role

The Team Manager – Italian Speaker will lead one or more high‑performing teams delivering services to Covalen’s banking and finance client. Reporting to the Banking and Finance Group Delivery Manager, the role combines operational oversight, client relationship management and people development to ensure consistent, high‑quality service.

Key responsibilities

• Manage multiple operational teams to meet agreed KPIs such as quality, productivity, efficiency and customer satisfaction.
• Act as the primary escalation point for client, employee and service‑delivery issues, ensuring timely resolution.
• Monitor and improve team performance through trend analysis, corrective actions and continuous‑improvement initiatives.
• Oversee forecasting and commercial return of the contract, optimizing profitability.
• Supervise, coach and develop Team Leaders and subject‑matter experts, conducting performance reviews and succession planning.
• Ensure compliance with all client and company policies, procedures and operational processes.

Required profile

• Proven experience leading operational teams in a banking or finance environment.
• Strong problem‑solving mindset with a focus on continuous learning.
• Excellent communication skills in both English and Italian.
• Ability to build collaborative relationships with clients and internal stakeholders.

Required skills

• Hands‑on technical expertise in client operations.
• Knowledge of quality, productivity and efficiency measurement.