Administrative Manager, Practice Support

Morrison & Foerster, LLP•San Francisco, CA

1d•Onsite

About The Position

The Administrative Manager is responsible for supervision and performance management of the practice operations business professionals. Manages and oversees processes related to staffing, workflow and group administration. Manages performance development and evaluation of practice operations business professionals with vision toward evolving needs. Develops and leads initiatives to promote best practices in practice operations service offerings. The Administrative Manager is responsible for the recruiting, orientation/onboarding, and training of practice operations business professionals, and for the orientation of attorneys, and summer associates regarding practice coordinator procedures and general office matters. This individual will ensure client service and satisfaction are attained in all areas of position. Practice Operations Leadership Collaborate closely with Director of Administration, timekeepers, practice groups and office functional managers; provide leadership, strategic direction and management for the practice operations team; ensure the department is structured and staffed to achieve timekeeper, business and client service objectives. Set short and long-range service and business objectives for practice operations team, including support structures and skills competencies, and align services to meet objectives. Oversee staffing allocation and achieve service and cost objectives through forecasting, planning, insight into practice needs and innovative approach. Collaborate closely with peer managers inside and outside of the Firm to establish network for idea exchange, outside thinking and data for improvements. Supervision and Performance Management Working closely with timekeepers, practice groups, and Director of Administration, oversee supervision of practice operations business professionals. Set and communicate performance standards and skill competencies to ensure practice operations business professionals are developed to meet evolving business needs; ensure timekeepers are informed of standards and competencies. Manage the evaluation process, including annual reviews, introductory reviews, and formal check-in meetings. Ensure that reviews are prepared and delivered in a timely and appropriate manner. Work closely with timekeepers to review, support, and address ongoing job performance of practice operations business professionals, providing counseling and training as appropriate. Following Firm guidelines and performance goals, recommend compensation adjustments for practice operations business professionals, including merit increases, market adjustments, promotional adjustments, high personal services awards, etc. Provide employee relations services to the department as a whole, working closely with the office’s Human Resources Business Partner (HRBP). Ensure that performance issues are addressed appropriately, fairly, and efficiently. Collaborate closely with the HRBP throughout counseling processes. Assist in the performance management counseling and termination processes for practice operations business professionals. Ensure that complete and accurate records are maintained to document employee counseling. Staffing and Workflow Management Establish practice operations work assignments and coordinate closely with timekeepers and practice coordinator leads to ensure seamless practice operations support. Oversee daily workflow coordination as required. Ensure that coverage is appropriate for timekeeper needs through management of time off approval, temporary assistance, assignment changes, etc. Schedule and approve overtime while managing costs related to overtime support. Arrange for practice operations support for visiting attorneys and clients. Administrative Management Ensure that administrative processes for practice operations business professionals are followed consistently, including time and attendance policies, FLSA procedures, etc. Approve PTO requests and maintain PTO schedule for practice operations business professionals. Monitor attendance and time records; review and approve weekly timecards. Review expenses related to practice operations business professionals’ salaries; monitor overtime, temporary staffing and training expenses. Ensure that administrative procedures, such as Workday data entry, are prepared in a timely and accurate manner. Recruiting, Orientation/Onboarding, and Training Assist in preparation of job postings and descriptions for practice operations business professional positions. Participate in interviewing, testing, and selecting candidates for hire. Coordinate with Recruiting to ensure that effective recruiting resources are being used to ensure applicant tracking compliance, to schedule candidate meetings, and to ensure that hiring is based upon comprehensive, substantive assessment of candidates. Work closely with Human Resources to process forms and paperwork for all new practice operations business professional hires. Conduct substantive orientation and training for new practice operations business professionals. Assist in relevant modules of orientation for other new business professionals, new attorneys, and summer associates. Assist business professionals in setting individual goals and objectives and in developing training plans to advance job skills. Review and process applications for Education Reimbursement. In collaboration with Technology Services, assist in developing responsive technology training for all new and established practice operations business professionals. LDS Related Responsibilities Oversee the outsourced staff, collaborate with vendor representatives to ensure that service levels meet the terms defined in the contracts and manage firm/vendor relationship including service levels and invoice approvals. Coordinate seamless 24/7 support coverage across shifts, including with an offshore/global team. Coordinate cohesive 24/7 attorney support between identified firm staff and the LDS department, collaborate with other department managers to ensure that all shifts are operating seamlessly, and partner with outsourced LDS vendor and our Tokyo-based team re: management of workflow. Use data to monitor utilization and proactively promote/expand internal adoption of services. Use data to actively promote our support offerings to our internal clients, with a goal of growing the number of users and monitor the collection of metrics used to analyze and report on utilization, efficiencies, and effectiveness.

Requirements

Bachelor’s degree plus at least five years of managerial or supervisory experience, or equivalent education and experience.
Current knowledge of and experience with industry trends in practice operations services and the legal profession.
Proactively uses current technology to further teamwork, client service, and efficiency.
Strong team management and leadership skills, with a proven ability to develop and lead in a client service-focused environment.
Highly effective communications skills and ability to communicate credibly and diplomatically with all levels in an organization.
Ability to work effectively in a consensus-based environment and the ability to create consensus-based support for ideas and processes.
Ability to anticipate and to strategically address challenges to delivering consistently exceptional practice operations services.
Ability to apply big picture understanding to administrative support management in offices.
Ability to independently assess internal client needs and to develop and lead responsive solutions.
Ability to take an assignment from inception to completion with minimal supervision or by following broad guidelines.
Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
Excellent organizational skills and the ability to manage multiple projects and significant assignments.
Excellent attention to detail and follow-through skills.
High comfort level with stressful job requirements.
Ability to maintain professionalism under pressure.
Ability to keep confidential any information, observations or viewpoints regarding Firm personnel or matters.

Nice To Haves

Prior experience in a law firm or other professional services firm.
Experience supervising within a multiple-office environment.

Responsibilities

Supervise and manage performance of practice operations business professionals.
Manage and oversee processes related to staffing, workflow, and group administration.
Develop and lead initiatives to promote best practices in practice operations service offerings.
Recruit, orient, onboard, and train practice operations business professionals.
Orient attorneys and summer associates regarding practice coordinator procedures and general office matters.
Ensure client service and satisfaction are attained in all areas of position.
Collaborate with Director of Administration, timekeepers, practice groups, and office functional managers to provide leadership and strategic direction for the practice operations team.
Set short and long-range service and business objectives for the practice operations team.
Oversee staffing allocation and achieve service and cost objectives.
Collaborate with peer managers to establish a network for idea exchange and improvements.
Set and communicate performance standards and skill competencies.
Manage the performance evaluation process, including annual reviews, introductory reviews, and formal check-in meetings.
Provide counseling and training to practice operations business professionals as needed.
Recommend compensation adjustments for practice operations business professionals.
Provide employee relations services to the department, working closely with the HRBP.
Ensure performance issues are addressed appropriately, fairly, and efficiently.
Assist in performance management counseling and termination processes.
Establish practice operations work assignments and coordinate with timekeepers and practice coordinator leads.
Oversee daily workflow coordination.
Ensure appropriate coverage for timekeeper needs.
Schedule and approve overtime while managing costs.
Arrange for practice operations support for visiting attorneys and clients.
Ensure administrative processes for practice operations business professionals are followed consistently.
Approve PTO requests and maintain PTO schedule.
Monitor attendance and time records; review and approve weekly timecards.
Review expenses related to practice operations business professionals’ salaries.
Ensure administrative procedures, such as Workday data entry, are prepared in a timely and accurate manner.
Assist in preparation of job postings and descriptions.
Participate in interviewing, testing, and selecting candidates for hire.
Coordinate with Recruiting to ensure effective recruiting resources and applicant tracking compliance.
Process forms and paperwork for all new practice operations business professional hires.
Conduct substantive orientation and training for new practice operations business professionals.
Assist in relevant modules of orientation for other new business professionals, new attorneys, and summer associates.
Assist business professionals in setting individual goals and objectives and developing training plans.
Review and process applications for Education Reimbursement.
Assist in developing responsive technology training for practice operations business professionals.
Oversee outsourced staff and collaborate with vendor representatives to ensure service levels meet contract terms.
Manage firm/vendor relationships, including service levels and invoice approvals.
Coordinate seamless 24/7 support coverage across shifts, including with an offshore/global team.
Coordinate cohesive 24/7 attorney support between firm staff and the LDS department.
Collaborate with other department managers to ensure seamless shift operations.
Partner with outsourced LDS vendor and Tokyo-based team regarding workflow management.
Use data to monitor utilization and proactively promote/expand internal adoption of services.
Use data to actively promote support offerings to internal clients.
Monitor the collection of metrics used to analyze and report on utilization, efficiencies, and effectiveness.

Benefits

A variety of options for medical, dental, vision, life and disability coverage to meet the needs of you and your family.
Industry-leading parental leave and family benefits including adoption and fertility treatment options and backup child and elder care.
Global wellness program, including free access to Talkspace and Calm apps.
Annual community service day to make an impact on your community and a birthday holiday just for fun.
Education reimbursement annually.
Dedicated Talent Development team.
Competitive annual profit-sharing contribution.
Discretionary bonus
Overtime as applicable
Health/welfare benefits
Retirement contributions
Paid holidays
PTO