Document Processing Manager

K2 Services

3d • $80,000 - $110,000

About The Position

The Document Processing Manager oversees daily operations, workflow coordination, special projects, and workload distribution across multiple client service lines. These services may include document processing, proofreading, administrative support, prebilling and billing assistance, or research. The role serves as a liaison for external stakeholders using the services and for internal stakeholders.

The manager directs account operations, supports employee performance management, ensures the team meets account goals, maintains quality controls, and reports utilization and productivity metrics to clients. The position also supports team training and development, recruits and selects candidates, tests applications and upgrades, generates statistical reports, addresses customer feedback and grievances, and promotes best practices and teamwork.

Requirements

• Bachelor’s degree or equivalent experience.
• 3–5 years of experience in a supervisor role or process management, preferably in a law firm environment.
• Advanced knowledge of legal policies and procedures.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Ability to organize, prioritize, and coordinate multiple assignments.
• Ability to maintain confidential information.
• Ability to make objective, independent judgments.
• Ability to excel under pressure and provide quality work product.
• Ability to communicate clearly and effectively with people at varying organizational levels.
• Ability to work productively and cooperatively with other employees.
• Employees are required to be fully vaccinated.

Responsibilities

• Oversee and direct day-to-day business operations across multiple service lines on the account.
• Manage performance-related duties, with support from HR and team supervisors as needed, to ensure employees meet performance standards and follow company policies.
• Ensure team members meet account goals and objectives; identify issues and recommend solutions to management.
• Maintain daily contact with customers in person, by telephone, and by email to discuss needs, requirements, and deadlines; resolve problems and negotiate time requirements as appropriate.
• Implement and maintain quality control mechanisms.
• Report utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to improve operational efficiency.
• Work with the training team to evaluate skills, staff training and development programs, and customer service standards.
• Manage recruiting, interviewing, and candidate selection for open positions.
• Test and troubleshoot new applications and upgrade releases as necessary.
• Develop and generate statistical reports.
• Review customer satisfaction survey results and reworks, provide timely feedback, monitor issues through remediation, and ensure completion of required training.
• Resolve grievances and issues raised by lawyers, paralegals, and other job requestors.
• Conduct team meetings as appropriate.
• Document and promote best practices, tip sheets, and QRGs.
• Practice and foster teamwork and cooperation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager