Records Supervisor

RR Donnelley•New York, NY

11h•Onsite

About The Position

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey. The Records Supervisor is an independent leader, helping manage day-to-day people, operations and client needs across single or multiple service offerings. The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members’ growth and development.

Requirements

A Bachelor’s degree or equivalent experience is required
2+ years’ experience supervising, preferably in a legal, banking or other large corporate environment preferred
3+ years’ experience in legal records services, records management or information governance preferred
Advanced knowledge of MS Office with aptitude in records terminology (terms of media, category, standard title, alpha-numeric filing formats, etc.), records management, information governance, and records software/database systems
Strong in records management, information governance, matter mobility and retention procedures in physical, virtual, or electronic records environment
Use of manager self-service systems and experience with centralized HR functions preferred
Basic financial understanding of how day-to-day decisions impact P&L
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
Excellent client service skills with a service-minded approach toward the client
Able to make independent decisions that conform to business needs and policy
Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines
Exceptional communication skills, both written and verbal
Must be able to interact effectively with multi-functional and diverse backgrounds
Must be self-motivated with positive can-do attitude
Able to handle sensitive and/or confidential documents and information

Responsibilities

Supervise the team’s day-to-day work assignments in records services, including but not limited to physical and/or electronic records management, records maintenance, matter mobility, information governance; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
Have a strong knowledge of the client’s businesses and the impact of our services
Foster cross-training and a sense of team work to optimize client service delivery
May train more junior staff members, as needed
May liaise with external vendors for records services