Document Processing Manager

Responsibilities

• Oversee and direct the day-to-day business operations of the department
• Manage all performance management related duties with assistance from HR and team supervisor, as needed, to ensure employees are meeting performance standards and adhering to company policies
• Maintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.
• Implement and maintain quality control mechanisms
• Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiency
• Work closely with the training team to evaluate skill sets, staff training, and development programs and customer service standards
• Manage recruiting, interviewing, and selection of candidates for open positions
• Test and troubleshoot new applications and upgrade releases, as necessary
• Develop and generate statistical reports
• Review customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings
• Resolve grievances and issues raised by lawyers, paralegals and other job requestors
• Conduct team meetings as appropriate
• Document and promote best practices, tip sheets, and QRGs

Requirements

• Bachelor’s degree or equivalent experience
• 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment
• Advanced knowledge of legal policies and procedures
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Able to organize, prioritize, and coordinate multiple assignments
• Maintain confidential information
• Make objective, independent judgments
• Clearly and effectively communicate with varying levels of people within the organization
• Work productively and cooperatively with other employees

Pay

The Compensation range for this role is up to $90,000 per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.