Description

The Team Leader, Client Operational Support will assist and lead the day-to-day operations of a shift in the Client Operational Support Team. In this role, you will ensure that the daily deliverables and projects of the team are consistently met within the Service Level Agreement/deadlines. 

 

Responsibilities:

Operational Management

  • Work with Supervisor in supervising the day-to-day operations of a specific cluster within the Client Operational Support Team, ensuring that service level agreements are consistently met
  • Strategize, implement and monitor business plans specific to the Client Operational Support Team under the guidance of the Supervisor(s)/Manager(s)
  • Lead ad hoc or special projects as requested by clients and/or Baker Mckenzie managing offices in close coordination with the Supervisor
  • Respond to operational issues and/or queries raised by the team
  • Ensure the effective and successful implementation of all organizational policies and departmental procedures and processes to deliver excellent client service while promoting the culture and environment which creates a great workplace for employees
  • Monitor the performance of his/her direct reports per the established standards, identify room for improvements, and put in place performance improvement and development plans
  • Provide daily support to the Supervisor(s) and Manager, Client Operational Support and deputizing in his/her absence particularly on matters relating to his/her team
  • Work with the Supervisor in coordinating with the agents, Baker McKenzie managing offices and clients regarding matters that are relevant to the delivery of IPSU's agreed back-office support services
  • Prepare, provide and manage operational reports required by clients, Baker Mckenzie managing offices and agents
  • Assist in the maintenance of records, proper documentation, and quality checking for the timely delivery of requests, and adherence to effective cost control measures
  • Assist in investigating quality incidents reported by stakeholders, recommend, identify and implement approaches or procedures to resolve such issues
  • Identify, recommend and implement operational improvements
  • Attend to or conduct client-related meetings or calls as required with the guidance of and assistance of the Supervisor
  • Other relevant responsibilities as agreed with the IPSU Management Team per the business needs or requirements

People Management

  • Assist in planning and implementing new projects which include providing an estimate of costs, time, and resources to complete the project
  • Work with the leaders in supervising the performance of the direct reports and ensure that proper mentoring, coaching, and training are provided
  • Manage the recruitment and on-boarding of new hires
  • Work with OM and Supervisor(s) in managing development and performance improvement plans and investigating any HR-related issues
  • Manage learning hours and development objectives of direct reports

 

Skills and Experience:

  • Bachelor's degree with good academic credentials
  • Relevant work experience in handling people and running business operations at a leader level would be useful
  • Experience in using electronic databases and applications, which are designed for the maintenance of an intellectual property portfolio
  • Knowledge of IPSU's processes as well as IP laws and procedures
  • Strong analytical, organizational skills
  • Ability to make effective decisions and find alternative solutions to problems
  • Above-average communication skills, both written and oral
  • Strong presentation and client relationship skills
  • Ability to maintain the highest level of confidentiality
  • Proficient in MS Word and Excel
  • Willingness to work in a shifting schedule and/or during holidays