Description

The Senior Document Coordinator, Document Services will be responsible for processing complex client requests in one or more DS service lines. Conducts process and refresher training for new and existing team members. Involved in the internal quality process by conducting quality audit checks.

Handles process and quality related projects as directed by the DS leadership team. As the team SME they will have an advisory role while working on projects with other document analysts.

Serves as backup for the Workflow Specialist whenever the latter is not available due to other business related activities.

The Senior Document Coordinator, leveraged as a go to resource on their area of expertise will also work with DS leadership in finding new opportunities to improve processes and quality.

Responsibilities:

Operations

  • Expected to consistently produce one-pass work that needs zero quality check regardless of complexity and challenges according to established quality and efficiency standards.
  • Assigned to conduct pre, post and side by side quality audits as part of the internal quality process of DS.
  • Shares subject matter/technical expertise by conducting new hire and peer learning sessions.
  • Strategize and optimize values in achieving mutually beneficial goals with key clients
  • Forwards client feedback to the Supervisor
  • Consistently achieves individual targets, priorities and developmental objectives aligned with the department's and Firm's direction
  • Generates and analyzes reports as required
  • Provides recommendations on departmental strategies around quality improvements
  • Effective account management skills - Backup to Workflow Specialist
    • 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
    • Properly endorses all pending jobs to the next shift
  • Well-versed on all Department Service Lines
  • Collaborates and communicates effectively with people from different cultures and across all levels of the organization
  • Reports to the Supervisor all issues that may interfere with service delivery
  • Implements all company policies, rules and regulations
  • Maintains confidentiality of Firm and client information
  • Ensures that all other tasks assigned by Management are properly attended to.
  • Performs other tasks assigned by the Supervisors or Manager

Brand Support

  • Advises, encourages and facilitates client adoption of firm brand standards and templates
  • Creates visually engaging documents and presentation materials using MS Word and PowerPoint templates
  • Ensures accurate and timely output delivery by adhering to established quality and Firm brand standards
  • Alerts clients to potential problems/issues ahead of time and offers possible solutions or alternative approaches
  • Conduct pre, post and side by side quality audits as part of internal quality process

Project management

  • May be assigned to be a project member/lead and executes all its requirements according to service delivery standards
  • Applies subject matter expertise at every stage of a project
  • Works with project leads and/or other DS leaders to develop and disseminate process updates and issue resolution strategies

Client Care

  • Builds good working relationships with clients and handles their concerns in a prompt and professional manner, in keeping with client service principles
  • In case of an escalation or complaint, sends acknowledgement email, collates facts, prepares an incident report within the agreed timelines and provides recommendation to prevent the problem from recurring
  • Confirms all discussions and agreements with clients in writing

Skills and Experience

  • Extensive experience in Document Services operations, account management, quality assurance and training
  • Bachelor’s degree with good academic standing
  • Keen analytical skills and ability to determine client needs
  • Excellent English written and verbal communications skills
  • Ability to make sound and accurate decisions and judgment calls
  • Highly effective leadership and communication skills
  • Highly organized and able to prioritize tasks 
  • Highly proficient in creating PowerPoint Presentations. Able to put together visually professional looking presentations
  • Advanced skills MS Word, Excel 
  • Flexible and willing to work in any shift, including graveyard 
  • Aptitude for learning new technologies and processes
  • Highly organized and detail oriented
  • Strong commitment to outstanding client service
  • Exceptional work ethic, personal and professional integrity
  • Ability to establish and maintain effective working relationships; a team player
  • Ability to collaborate and communicate effectively with people from different cultures and from various levels of the organization