Description

The Content Management Supervisor will supervise the delivery of Knowledge content services, supporting the Practice and Industry Groups, and catering to internal and external clients.

To work as part of the Content team, supervising and leading the Content Management team in delivering knowledge projects and initiatives, focusing on various tasks as directed by the leadership and authorized staff of the Service Centre and Knowledge Specialist function, and ensuring quality and consistency. 

The role holder will provide the Content Management services as directed and defined by the Service Owner for Content Management services. You will serve as a Subject Matter Expert regarding knowledge solutions and applications used and actively participate in Knowledge projects, supporting the Knowledge function with content and knowledge initiatives.
 
Responsibilities:

Profiling, content management, upload and redaction

  • Lead and supervise the upload of content, support profiling and maintenance of content for InsightPlus (client alert platform), Harmony (precedents and knowhow system), Resource Hub (digital multijurisdictional handbooks and guidebooks), BakerWorld (Firm's intranet), Knowledge Hot Topics pages, and other relevant platforms including:
  • Uploading and updating  content to Knowledge systems, repositories, and applications 
  • Supporting content development teams as necessary including profiling and audit of for example Harmony libraries and their content
  • Assisting with the migration and the ongoing maintenance of content within the Firm's legal knowhow system, client alert platform, intranet, and other relevant knowledge platforms, systems, and tools
  • Archiving of out-of-date content across all Knowledge Systems
  • Assist with the management, development, and population of content for specific client products and new client applications
  • Where appropriate or necessary, support the Content Development team by removing client identifiers and undertaking basic redaction exercises 
  • Know-how and content collection, content development, and uploading
  • Support Content Development Lawyers and Knowledge Lawyers in collecting and inputting PG know-how into the Firm's global repository of knowledge
  • Assist with the compilation of global, multijurisdictional databases and resources 
  • Use technical skills and PG specialism to assist with the creation, collection and review/editing, and upload of multijurisdictional practice group-related content, following best practice and policy for:
  • Various PG/IG platforms, tools, and systems
  • Maintaining and uploading PG/IG-specific client products

Quality and process

  • Ensure quality of Knowledge output and deliverables through regular reviews, creating and updating quality checklists for processes based on the standards/guidelines
  • Apply project management principles and approach to ensure delivery of complex Knowledge deliverables and major initiatives
  • Follow all Content service best practice, policies, and processes, contribute to their update, and ensure a very high level of quality of work and service at all times ensuring SLAs, turnaround times, and KPIs are met at all times
  • Focus on maintaining confidence in the quality of services by ensuring accuracy, consistency, and brevity, taking a holistic overall approach to tasks, engaging with each document/task, and understanding the context of the overall objective rather than a mechanical process
  • Function as initial escalation contacts for any complaints received, ensuring remedial action(s) are taken and investigating root causes to avoid repetition
  • Ensure ongoing development of relevant skills, 'specialisms' and an understanding of relevant systems and tools

Work and Service Orientation

  • Lead Content Management Analysts (direct reports) to complete their designation tasks in compliance with the firm's quality standards including:
  • Helping distribute workload and setting priorities to ensure quality while maximizing productivity and available resources
  • Providing guidance and training on Knowledge services, output, systems, and all aspects of day-to-day operations, best practice, and quality controls
  • Managing the performance of direct reports against the Firm's service and quality standards, as well as coaching on areas for improvement as needed
  • Contribute to the development of a strategy to ensure high team morale and team building 
  • Administer holiday, sick leave, and other time off requests of dedicated teams, inclusive of internal approvals record keeping, and data entry.
  • Contribute to performance evaluations with relevant senior departmental and management personnel 
  • Assist the Service Owner for Content Management services in executing and further improving the Knowledge Content services 

Skills and Experience:

  • Law graduate or another related degree 
  • Ability to review, analyze, and organize documentary and factual evidence
  • Extremely strong attention to detail - gets it the right first time
  • Excellent working knowledge of Microsoft PowerPoint, Word, Excel, and online research tools
  • Very high work standards
  • Excellent writing, organizational, and problem-solving skills
  • Strong client service orientation
  • Ability to prioritize and work to tight deadlines and manage own caseload
  • Good communication skills, including the ability to liaise with people across the business
  • Ability to work well in both a team and individually
  • Keen to develop and use initiative
  • Respects and enjoys the diversity of cultural, social, and academic backgrounds found in the Firm