Supervisor, Document Processing

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We are seeking a full-time Supervisor, Document Processing to join any of our offices in Canada!

This position is to work remotely with standard hours being Monday-Friday, 11:
00am to 7:
00pm EST.

The role of Supervisor, Document Processing is integral to ensuring effective oversight of day-to-day operations of the department.
The focus of the role is to maintain the delivery of a culture of service excellence, including; all standards of productivity, timeliness, quality and client service being continuously achieved or exceeded in the delivery of a range of document processing services, while ensuring adequate employee resource coverage, monitoring compliance with all established procedures and processes, quality controls, employee performance management, training coaching and development.
Working closely with the National Manager, provides regular team updates and department reports.

In addition to the leadership role, the Supervisor plays an active role performing document processing tasks as may be required to support the delivery of service to the Firm.

Key Responsibilities:

People Leadership

• Establish an engaging, collaborative and creative team environment with open communication, linking between team members and manager.
  
• Ensure shifts are adequately resourced, including, authorizing overtime, approving vacation, scheduling staff overtime/extra-time to ensure adequate coverage in cases of planned and unplanned absences.
  
• Provide direction/guidance/mentoring/coaching and training to team members, including new hire onboarding and performance reviews.
  
• Monitor individual employee productivity and progress towards goals, hold regular one on one meetings, provide timely and constructive feedback, identify and address performance concerns early, and coach employees to maximize performance and reward/acknowledge outstanding performance.
  Provide performance evaluations and escalate performance concerns to National Manager with recommendations on corrective actions and/or solutions.
  

Department Procedures, Client Service Commitment and Quality Assurance

• Responsible for department processes running efficiently to ensure that the department is meeting production standards, and service commitment, including monitoring the queue regularly, assigning/delegating/coordinating assignments.
  
• Monitor team performance and quality performance standards as established by management ensuring the team understands their duties or delegated tasks and are following internal control procedures, including performing quality work audits.
  Suggest and implement new and relevant standards and regularly report to National Manager on team activities, accomplishments and challenges.
  
• Analyze and anticipate resource needs.
  
• Perform document production responsibilities and tasks as needed.
  

Communication

• Communicate daily with team members to instruct and ensure effective delegation among the team, instructions are understood and adhered to, and deadlines are being met.
  
• Communicate with clients to discuss complex assignments, identify expectations, quality of work completed and identify work quality issues.
  
• Consult with IT specialists to define application needs for department.
  

Technical Support and Training

• Troubleshoot complex or escalated requests and/or issues.
  
• Answer support calls, where applicable, to provide technical expertise to legal professionals using remote connect technology, and field MS Office applications and document forensics support questions.
  
• Work with National Manager to assist in identifying training needs and implement effective training and coaching programs to develop teams' expertise and responsiveness in technical and support servicing to clients.
  

Processes and Practices

• Confer with National Manager to continually develop and implement processes to address operational issues and matters of efficiencies as it relates to processes and assignments, complex assignments, ensuring for quality in all work product; evaluate and manage quality identified as poor work product; assist in decision-making concerning staffing, employee performance issues/concerns, recruitment and department events.
  
• Assist in scheduling regular department meetings as directed by National Manager, which includes:
  national video-conference team meetings, preparing meeting agenda, preparing general minutes of the meeting and actioning/delegating items discussed.
  

Other

• Assume project/special task duties as assigned by National Manager.
  
• Perform other related duties as required.
  

What you'll bring:

• 3-5 years experience as a supervisor in a similar environment.
  
• 6-9 years working experience as a document processing specialist or a similar professional services role.
  
• MS Office certification.
  
• Expert knowledge in Word, Excel and PowerPoint.
  
• Above average proficiency in Adobe Acrobat.
  
• Advanced knowledge of proofreading, spelling, punctuation, paragraph structure and formatting.
  
• Strong knowledge of document processing concepts and techniques, methods and technology capabilities.
  
• Demonstrated exceptional professional and customer service.
  
• Ability to be accountable for performance and champions the quality delivery of service.
  
• A proactive, problem-solving mentality with a passion for helping others.
  
• Strong verbal and written communication skills.
  
• Ability to teach and guide others on software and processes.
  
• High attention to detail and accuracy while meeting deadlines.
  
• Ability to build professional and respectful working relationships with people at all levels.
  
• Openness to new challenges, opportunities, and continuous learning.
  
• Ability to handle sensitive and confidential material in a responsible manner.
  
• Ability to understand and strictly adhere to established quality standards and procedures, including brand standards and guidelines.
  
• Must be flexible and able to work on occasion outside the 8-hour day during busy seasonal times and peak periods of volume.
  

What we offer:

We believe in the importance of a Total Compensati.