Description
The Document Coordinator, Document Services will manage job requests that involve intermediate to complex word processing, voice file transcription, and various other tasks. The role-holder may also be tasked with special or strategic projects, including pilot programs for new services.
The role-holder is expected to consistently uphold the department’s quality and efficiency standards by producing one-pass work with zero to minimal quality checks. Additionally, they may be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.
Responsibilities:
Operations
- Efficiently manage all aspects of document production, including but not limited to voice file transcription, copy typing, document markup, formatting, and the creation of documents in Word, Excel, and PowerPoint Presentations. Ensure all work adheres to established Brand Guidelines.
- Complete intermediate to complex tasks while maintaining high-quality standards; Focus on accuracy and efficiency in all assignments.
- Expected to produce one-pass work for intermediate to complex requests according to established quality and efficiency standards.
- Conduct peer reviews (pre-audits) of output from other coordinators and make recommendations to improve output through these peer reviews
- Effective account management skills:
- Conduct accurate assessment of job requests, including turnaround time, for intermediate to complex job requests with the guidance of the specialist or supervisor
- Communicate with stakeholders through ServiceNow, chat, phone and/or email with the guidance of the specialist or supervisor
- Facilitates discussions with stakeholders and develops SLAs in line with stakeholder requirements with the guidance of the supervisor/specialist
- Proactively offer solutions based on previous work outputs, practice, and precedence
- Confirm all discussions and agreements with stakeholders in writing with the guidance of the specialist or supervisor
- Properly endorses all pending jobs to the next shift
- Report to the Supervisor all issues that may interfere with service delivery
- Forward stakeholder feedback to the Supervisor
- Well-versed in all service lines
- Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and the Firm's direction
- Adhere to all company policies, rules, and regulations
- Maintain confidentiality of the Firm and client information
- Ensure that all other tasks assigned by Management are properly attended to
- Perform other tasks assigned by the Supervisors, Managers and Service Owner
Project Management
- Help execute all project requirements according to service delivery standards
- Develop and apply subject matter expertise
- Exhibit good client care skills and leadership potential at every opportunity
- Coordinate with Project Managers on updates and issue resolution strategies
Brand Support
- Advise, encourage, and facilitate client adoption of firm brand standards and templates
- Create visually engaging documents and presentation materials using MS Word and PowerPoint templates
- Ensure accurate and timely output delivery by adhering to established quality and Firm brand standards
- Alert stakeholders to potential problems/issues ahead of time and offer possible solutions or alternative approaches
Client Care
- Build good working relationships with stakeholders and handle their concerns promptly and professionally, in keeping with client service principles
- In case of an escalation or complaint, send an acknowledgement email or report to the Supervisor. If needed, will help collate facts and coordinate with the Supervisor when it comes to the preparation of incident reports
- Confirm all discussions and agreements with stakeholders in writing
Skills and Experience:
- Relevant experience in a similar field and involvement in a similar function
- A bachelor’s degree with good academic standing
- Keen analytical skills and ability to determine stakeholders' needs
- Excellent English written and verbal communication skills
- Able to make sound and accurate decisions and judgment calls
- Effective leadership and communication skills
- Highly organized and able to prioritize tasks
- Advanced skills in MS Word, Excel, and PowerPoint
- Flexible and willing to work 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
- Able to establish and maintain effective working relationships; a team player
- Able to collaborate and communicate effectively with people from different cultures and various levels of the organization