The Document Production Supervisor is an independent leader, helping manage day-to-day people, operations and client needs across single or multiple service offerings.  The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members’ growth and development.

Salary: $51,000-$52,000

Monday-Friday

Job duties

(* denotes an “essential function”)*Supervise the team’s day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines*Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance*Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction*Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management*Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary*Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings*Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly*Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operationSupport manager with P&L activities; understand impact of overtime and time-off to avoid non-billable chargesMay support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)Have a strong knowledge of the client’s businesses and the impact of our servicesFoster cross-training and a sense of team work to optimize client service deliveryMay train more junior staff members, as needed

Job qualifications

A Bachelor’s degree or equivalent experience is required2+ years’ experience supervising, preferably in a legal, banking or other large corporate environment preferred3+ years’ experience in legal document production or legal word processing preferredAdvanced knowledge of software within MS Office with ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.Strong in grammar and composition rules required for editing and proofreadingUse of manager self-service systems and experience with centralized HR functions preferredBasic financial understanding of how day-to-day decisions impact P&LAble to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfactionExcellent client service skills with a service-minded approach toward the clientAble to make independent decisions that conform to business needs and policyDetailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlinesExceptional communication skills, both written and verbalMust be able to interact effectively with multi-functional and diverse backgroundsMust be self-motivated with positive can-do attitudeAble to handle sensitive and/or confidential documents and information

Working conditions

Work is performed in a professional work environmentAdhere to business/client dress codesHazards include working with office machines (computers, peripherals, copiers, faxes, scanners, bindery equipment, paper cutters, paper, toner) and cleaning supplies