Job Description

Key Responsibilities

1. End-to-End Operations Management

• Oversee daily processing of legal notices including garnishments, levies, liens, and subpoenas.
• Ensure notices are reviewed for:
  • Accuracy
  • Completeness
  • Legal sufficiency
• Supervise identification of impacted customer accounts within internal systems.
• Ensure correct placement and release of account holds in line with legal requirements.
• Manage levy processing activities, including recurring holds and fund remittances.

2. Case Management & Processing Oversight

• Oversee the full case lifecycle from intake to closure, including:
  • Categorisation of incoming notices
  • Case creation and tracking
  • Documentation and audit readiness
• Ensure timely downloading, uploading, and processing of legal notices in internal platforms.
• Monitor queue volumes, backlog, and workload allocation across the team.

3. Compliance & Risk Management

• Ensure all activities comply with applicable legal, regulatory, and client-specific requirements.
• Maintain strong audit trails, documentation standards, and control frameworks.
• Serve as escalation point for complex or high-risk legal cases.
• Continuously review and enhance SOPs in line with regulatory and process changes.

(A strong compliance mindset and attention to detail are critical for this type of work.)[Fw: BPO Su...iry – CPTO | Outlook]

4. External & Internal Stakeholder Management

• Oversee preparation and submission of responses to third parties (e.g. creditors, tax authorities, legal bodies).
• Manage communication with:
  • Customers
  • Government agencies
  • Legal representatives / attorneys
• Ensure consistent, professional responses aligned with templates, macros, and legal guidelines.
• Act as primary escalation contact for client stakeholders.

5. Team Leadership & Development

• Lead, coach, and develop a team of analysts and senior analysts.
• Conduct hiring, onboarding, and training of new team members.
• Set performance targets aligned to SLAs and quality metrics.
• Drive a culture of accuracy, accountability, and compliance.

6. Process Efficiency & Continuous Improvement

• Identify opportunities to improve:
  • Processing efficiency
  • Automation and workflow optimisation
  • Standardisation across case handling
• Enhance templates, macros, and communication frameworks.
• Support scaling of operations (e.g. onboarding additional team members or expanding scope).

Key Requirements

Experience

• 5–8+ years’ experience in operations, ideally within:
  • Legal processing
  • Payroll/garnishments
  • Banking or financial services operations
  • BPO/shared services environments
• Proven experience managing teams in a high-volume, process-driven environment.

Core Skills

• Strong understanding of legal notice processing (garnishments, levies, subpoenas, liens)
• Excellent attention to detail and risk awareness
• Experience managing SLAs, KPIs, and operational performance
• Strong stakeholder and communication skills
• Ability to manage sensitive and confidential information
• Experience with case management or workflow systems

Preferred Attributes

• Exposure to US legal / financial compliance processes
• Experience in offshore delivery models (e.g. Philippines-based teams)
• Ability to build SOPs and operational frameworks from scratch
• Background in compliance-heavy or document-intensive environments