Lead Document Production Associate - Legal

RR Donnelley • New York, NY

19h

About The Position

The Lead Document Production Associate delivers timely, accurate document production and exceptional customer service in a high-volume, high-pressure environment. The role handles complex document edits, conversions, formatting, creation, and comparisons, and requires expert knowledge of document-production software. It also troubleshoots software and hardware issues, trains others, and oversees day-to-day work production for a shift or site.

The position coordinates client work requests and deadlines, helps ensure consistent and high-quality delivery, supports team performance and communication, and works with the Supervisor or Manager on procedures, capacity, technical issues, and staff development. The position is scheduled for the first shift, Monday through Friday, from 8:30 a.m. to 5:30 p.m.

Requirements

• Bachelor’s degree or equivalent; years of experience may substitute.
• At least 6 years of prior office, word-processing, or document-production experience.
• Expert knowledge of Microsoft Office, including Word, Excel, and PowerPoint.
• Expert software-application troubleshooting skills.
• Expert knowledge of firm-supported software and the computer skills required to perform the job; proficiency with department-specific equipment, technology, software, hardware, and related applications.
• Ability and willingness to learn new software packages.
• Ability to articulate ideas, motivate a team, follow policies and procedures, manage client expectations, and promote a healthy work environment.
• Strong attention to detail, accuracy, and quality.
• Outstanding verbal and written communication and interpersonal relationship-building skills, including email and telephone communication.
• Ability to work in a fast-paced, deadline-driven team environment.
• Ability to prioritize multiple projects and maintain professional composure under immediate or escalated deadlines or issues.
• Good judgment, organizational skills, sound decision-making, and a solutions-oriented approach; ability to ask for and follow directions.
• Ability to work independently and collaboratively as part of a team.
• Ability to handle sensitive or confidential documents and information.
• Understanding of hands-on customer service and ability to deliver it.
• Ability to assign appropriate priority to work requests using experience and established guidelines.
• Ability to manage or work on multiple projects simultaneously.

Nice To Haves

• Microsoft Office (Word, Excel, PowerPoint) certification.
• Experience with tape and/or audio-file transcription.
• At least 1 year of supervisory experience.

Responsibilities

• Intake client work requests, clarify instructions, negotiate deadlines, and seek alternate solutions when needed.
• Complete complex and advanced document-production requests and assist with other work requests as needed.
• Oversee work production for a shift or site, ensuring consistency, accuracy, quality, and timely delivery.
• Promote individual accountability and alternative planning among team members.
• Model professional conduct when interacting with client requesters and handling client work.
• Respond to customer inquiries and complaints promptly and professionally.
• Assist the Supervisor or Manager with implementing administrative procedures and systems.
• Communicate with the Supervisor or Manager about capacity, response times, and technical issues related to work requests.
• Maintain team adherence to company policies on conduct, attire, performance, and attendance.
• Coordinate production across shifts to meet or exceed client expectations for quality, timeliness, and service.
• Encourage continuous service improvement, relationship building, and staff suggestions for improving quality or productivity.
• Train junior staff members as needed.
• Collaborate with team members and maintain open communication within and across teams.
• Facilitate regular production and staff meetings.
• Contribute to individual team-member meetings with the Supervisor or Manager regarding performance management.
• Recommend development goals and training to improve team skills, and monitor progress on training, performance, and development plans.
• Implement new procedures or revise existing procedures to meet client needs and improve productivity and utilization.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Disability insurance
• 401(k) with company match
• Life insurance
• Voluntary supplemental insurance coverage
• Parental leave
• Adoption assistance
• Tuition assistance
• Employer and partner discounts
• Potential participation in a bonus, commission, or incentive program, depending on role

What This Job Offers

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