Document Services Supervisor

4 weeks ago

Raleigh, United States PearlCare Search Group Full time

The Document Specialist team is responsible for producing high quality legal documentation as well as creative work to all staff in the firm (including fee earners), globally.

As a supervisor, you will be key in supporting the focus on continuous improvement, developing the service catalogue and identifying opportunities to meet the changing needs of the business. You will work closely with other supervisors to ensure that the highest standard of client support is provided to firm-wide fee-earners and end users.

Key responsibilities and deliverables

Service Delivery

  • Acts as central liaison for general enquiries from reports and stakeholders, communicating with other functions and diverting requests where appropriate.
  • Makes recommendations to DS Operations Manager with respect to the allocation/re-allocation of resource in response to leavers and joiners.
  • Manages the implementation of new systems/software upgrades, including organising appropriate training for document specialists.

Ensures own technical skills are maintained and updated, including developing extensive knowledge of the firm's global document templates.

  • Continually monitors effective workflow and processes including booking procedures.
  • Manages resource levels against workload across the team ensuring appropriate cover is provided to meet the global demands.
  • Establishes and manages the quality control processes within the DS service ensuring processes are in place to appropriately check work before returning to the end-user.
  • Manages escalations within DS.
  • Works with customer groups globally, carrying out service reviews to improve and tailor the DS service to their needs.
  • Supports cross function working with other global centre functions such as Freshfields Hub.
  • Supports Centre and team strategy and delivery targets.
  • Ensures the firm's risk procedures are adhered to at all times.

People Management

  • Day-to-day management of reports focussing on service delivery excellence and promoting flexibility.
  • Absence management - agrees holidays; carries out return to work interviews after sickness absence; allocates planned absence cover; and completes all related internal administration.
  • Implements performance management processes (supported by line manager) - gathers feedback from stakeholders as appropriate; attends and participates in moderation meetings; and carries out performance appraisal meetings in line with current Centre policies and procedures.
  • In conjunction with line manager arranges and attends recruitment days/sessions to recruit DS team roles including the implementation of effective testing against the competency matrix.
  • Manages the induction of new team members and completes all necessary administrative work.

DS Services

Takes responsibility for the DS service catalogue, continually reviews and adapts this to needs of the firm.

Manages skills development, ensuring that team members are appropriately developed in line with the changing needs of the business.

Continuously reviews key skills required for the service delivery in relation to the Document Specialists.

Key requirements

Essential:

College degree required.

Operational management - ability to manage KPIs.

Legal Document Specialist experience.

Excellent communication skills (oral & written).

Coaching skills.

Strong leadership and ability to lead by example.

Strong negotiation and influencing skills.

Change management skills.

Able to distance self from those they are managing.

Able to demonstrate commercial awareness and an understanding of the firm's business model.

Project management skills.

Able to prioritise and act on own initiative.

Ability to retain a positive and professional attitude under pressure.

Advanced technical understanding of the following IT packages: Word, Excel, PowerPoint, Visio, Access, Internet, Outlook, iManage, Doc X Tools.

Desirable:

Experience of leading teams in an environment with a focus on continuous improvement.

Experience of managing 24/7 teams with global customer base.

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