Manager, Legal Support Services

McCarthy Tétrault LLP • Toronto, ON

5d • CA$95,000 - CA$115,000 • Hybrid

About The Position

McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and around the world. With offices in Toronto, Montréal, Québec City, Calgary and Vancouver, we provide challenging and rewarding career opportunities across the country. Recognized as one of Canada’s Top 100 Employers for eleven consecutive years and one of Canada’s Best Diversity Employers for fourteenth consecutive years, our culture is guided by The McCarthy Way—our shared approach to working with clients and with each other.
The McCarthy Way is built on four core elements: Excellence, through attracting and developing top talent committed to delivering on our Client Commitment; Collaboration, through seamless, integrated teamwork; Inclusion, through eliminating barriers to belonging and success; and Innovation, through delivering maximum value by embracing leading-edge technologies and approaches. Together, these principles shape how we work, lead, and grow—every day.
We are recruiting for a Manager, Legal Support Services to join our team in our Toronto office. The successful candidate must have a minimum of 10 years of experience, with at least 3 years managing a large team, ideally in a professional services environment, and will be responsible for leading legal support operations, talent management, stakeholder engagement, and administrative functions. McCarthy Tétrault employees benefit from a hybrid work environment.

Requirements

• Completed post-secondary education in Business Administration, Human Resources or a related field or extensive relevant work experience required.
• Minimum 10 years of experience, with at least 3 years managing a large team, ideally in a professional services environment.
• Highly developed problem solving, conflict management and negotiation skills, including the ability to successfully resolve performance and disciplinary issues. Ability to develop and deliver creative solutions.
• Excellent analytical and critical thinking skills.
• Demonstrated proficiency in numeracy skills.
• Strong written and oral communication skills.
• Able to communicate effectively with individuals at all levels of the Firm while maintaining composure.
• Intermediate skill level with Office Suite.
• Demonstrated experience in change management and keen interest in continuous process improvement.
• Proven organizational skills and ability to prioritize work in a fast-paced environment on a national platform.
• Ability to develop strong trusting relationships in order to gain support and achieve results.

Responsibilities

• Determining requirements for effective production and processing of legal assistant work. Includes ensuring that trained staff is in place and efficiently meeting practice area needs while being accountable for the number of operational resources authorized by the Firm.
• Working closely with Director, Legal Support Services, Practice Group Leads and Professional Resources to propose, implement and maintain Legal Assistant resources, including hiring talent, recommending teams, providing feedback, and recommending physical location of Legal Assistants and Lawyers based on practice requirements.
• Ensuring development of direct reports to meet the objective of producing strong co-operative work units. This will include working with or liaising with the Director, Legal Support Services, Supervisors, Legal Support Services, and Trainers in determining means of assessing skills, software/applications and identifying the most appropriate training tools and methods.
• Managing absences and planning of vacations to ensure adequate coverage, and recording of information. Ensure management and authorization of overtime requests.
• Coaching employees to be accountable for their work, to be aligned with the Firm’s objectives, culture and values and creating an empowering work environment.
• Managing staff in a hybrid work environment.
• Educating Legal Assistants and Lawyers on the success factors and on the overall McCarthy Engage program on which the Legal Assistants are evaluated. Facilitating review conversations with Lawyers.
• Consulting with the Director, Legal Support Services and/or Director, Legal Support Services, and Manager or Director, Human Resources prior to initiating any formal disciplinary procedures. This will be to check for adherence and conformance to Firm policy, to ensure conformity with applicable laws and to evaluate alternative courses of action. Such alternatives may include instruction in improving efficiency and productivity, implementation of constructive disciplinary procedures, formal Performance Improvement Plan, referral to more training, or termination of employment.
• Leading team-building events; supporting and mobilizing employees to get involved in projects, meetings, etc.
• Organizing team meetings with Legal Assistants, as for an example, brainstorming sessions, focus groups, informal engagement activities, etc.
• Coordinating follow-up on new hire technical training, ensuring that the necessary level of expertise is attained.
• Providing leadership, direction and expertise for appropriate Human Resources and Legal Support Services functions as they relate to the group, including employee relations, engagement, project and change management.
• Leading the performance management process for employees, including: setting performance objectives; providing and collecting ongoing feedback. Regularly obtain feedback from clients (Lawyers).
• Recommending annual salary increases for direct reports in accordance with the Firm’s salary administration practices.
• Coaching for performance and professional development to ensure Firm standards are met according to the Firm’s performance management program as well as progression of individual professional development goals.
• Acting as primary liaison between Lawyers and Legal Assistants, Supervisors and Legal Assistant Support and Legal Assistants, and between Management and Legal Assistants.
• Managing concerns that surface within the Lawyer/Legal Assistant teams.
• Influencing and encouraging Lawyers and Legal Assistants to support the Legal Support Service model firm-wide by educating people about available resources and providing assistance as may be required to access and utilize those resources.
• Identifying problems, seeking innovative solutions, communicating with stakeholders and following through until the problems are resolved.
• Working in a collaborative manner with functional groups and regional Managers, Legal Support Services and DSG Manager to support operational needs, to share managing issues and best practices, to improve efficiencies, standardize working processes and participate in projects related to Legal Support Services.
• Maintaining records, compiling and organizing statistical reports concerning personnel-related data or services-related data.
• Analyzing data in order to identify themes and trends. Developing sound recommendations for change and improvement.
• Working with Director, Legal Support Services to prepare annual financial and headcount budgets. Monitor and report monthly.

Benefits

• Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
• Competitive compensation and generous time off, including a day off for your birthday and a day off to volunteer.
• A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
• Strong community involvement and a commitment to equity, diversity and inclusion.
• A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed