Senior Legal Office Operations Manager - Mon - Fri - 8:30am-5:30pm

Williams Lea is hiring for a Senior Legal Office Operations Manager for our San Francisco office to work Monday through Friday, 8:30 am to 5:30 pm!

Pay: $102,000.00 - $110,000.00/salary

Benefits:

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Paid Parental Leave
• Short-term & Long-term Disability
• Healthcare & Dependent Care Flexible Spending Accounts
• Domestic Partner Coverage
• Commuter Benefits
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts

Job Qualifications:

• A Bachelor’s degree or equivalent experience is required
• Over 6 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance
• Excellent client service skills with a service-minded approach toward the client
• Proven experience in the delivery and management of complex or multi-service solutions for clients
• Minimum of four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
• Able to make independent financial decisions for scope of responsibility
• Minimum of four years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Attention to detail with demonstrated organizational skills
• Must be able to meet deadlines and complete all projects in a timely manner
• Able to handle sensitive and/or confidential documents and information
• Able to make independent decisions that conform to business needs and policy
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Able to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude
• Intermediate to expert level Microsoft Office skillset

Job Duties:

• (* denotes an “essential function”)
• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• People Leadership – develop a highly functioning client team
• Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
• Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
• Foster cross-training and a sense of team work to optimize client service delivery
• Operational Leadership – ensure account meet or exceed client expectations
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• Ensure Engage is implemented and utilized by team according to best practices
• Understand how Engage operates, the data it requires and generates.
• Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance
• Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client
• Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line acc