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