Description

DSC Coordinator handles job requests regardless of complexity, special/strategic projects, and plans/executes pilot programs for new services.

On a regular basis, DSC Coordinator is expected to uphold the department’s quality and efficiency standards by consistently producing one-pass work that needs no further quality checks. He/she may be assigned to lead and conduct peer reviews to ensure consistent output quality among Document Coordinators

DSC Coordinator is expected to step up as OICs and project lead special projects as needed.

Operations and Account Management

  • Expected to consistently produce one-pass work regardless of complexity and challenges according to established quality and efficiency standards.
  • Reviews output quality of peers prior to submission
  • Coaches and mentors Jr. Coordinators on quality and processes
  • Effective account management skills
    • Communicates with clients by phone and/or email accurately and timely
    • Facilitates discussions with clients and develops SLAs in line with client requirements
    • Proactively offers solutions whenever potential problems are foreseen
    • Confirms all discussions and agreements with clients in writing.
  • Consistently follow through clients to develop long term relationships
  • Strategize and optimize values in achieving mutually beneficial goals with key clients
  • Owns and maintains the DSC's client profile database
  • Reports to the Team Lead all issues that may interfere with service delivery and proactively offers solutions whenever potential problems are foreseen
  • Shares and discusses client feedback to the Team Lead and offers strategies to address the same especially detractor feedback
  • Properly endorses all pending jobs to the next shift
  • Well-versed on all Department Service Lines
  • Shares subject matter/technical expertise by conducting peer learning sessions in any and all service lines
  • Consistently achieves individual targets and departmental objectives
  • Supports all company policies, rules and regulations
  • Maintains confidentiality of Firm and client information
  • Functions as the shift OIC as needed
  • Generates relevant reports as required
    Performs other DSC-related functions as deemed necessary by the Team Leads or DSC Supervisors and Manager
      

Projects

  • Leads projects and executes all its requirements according to service delivery standards
  • Applies subject matter expertise at every stage of a project
  • Provides outstanding client care
  • Co-leads with Project Managers and/or other DSC leaders to develop and disseminate process updates and issue resolution strategies
      

Brand Support

  • Advises, encourages and facilitates client adoption of VIP standards and templates
  • Creates visually engaging documents and presentation materials using MS Word and PowerPoint templates
  • Develops high-end designs using Adobe Creative Suites as needed
  • Enhances past Firm materials using new branding guidelines, ensuring bespoke layout fit for purpose
  • Ensures accurate and timely output delivery by adhering to established quality and Firm brand standards
  • Shares subject matter/technical expertise by conducting peer learning sessions
  • Conducts quality review of output produced by Jr. DSC Coordinators

Experience Required

  • Bachelor of Science degree (with familiarity in computer operations)
  • 1-5 years of experience in a similar field and involvement in a similar function
  • Advanced proficiency in MS Office, particularly MS Excel
  • Strong organizational skills and attention to detail
  • Demonstrates strong analytical and problem-solving skills
  • Adept at handling multiple projects/deliverables; able to prioritize tasks, meet deadlines and manage changing priorities
  • Detail-oriented with a quality mindset
  • Excellent verbal and written communication skills with demonstrated fluency in Business English
  • Ability to work and communicate with people from different cultures and across all levels of the organization
  • Team oriented with good interpersonal skills and the ability to collaborate effectively with colleagues and management