Team Lead - Workplace Services Operations

Clyde & Co•Seattle, WA

2d•$100,000 - $120,000•Onsite

About The Position

This role is in Seattle, WA and is not open to remote candidates. This role will ensure the legal support team meet the demands of the firm and its clients. This role will be responsible for the successful delivery of a high-quality, client-focused legal support service, through the operational day-to-day management of a team of Legal Assistants and Paralegals. They will work closely with other Team Leaders focusing on understanding the business and practice needs, working with the Legal Support Managers (LSM) and fee earners to deliver appropriately excellent client focused support services. This role will also manage their own desk of attorneys.

Requirements

High school diploma or GED, with 5 – 7 years relevant experience in a law firm setting
Excellent communication skills with the ability to quickly establish credible relationships at all levels
Ability to balance conflicting priorities, be alert to potential problems and challenge working practices
Proactive and collaborative
Confidential and discreet but able to redirect information when appropriate to ensure areas of concern are resolved efficiently and effectively
Ability to work within and manage effective working processes excellent service delivery
Ability to lead, motivate and develop people and act as a role model
Attention to detail and the highest quality standards
Resilient with the ability to manage or escalate difficult situations effectively and stay calm under pressure
Good influencing skills
Customer service focused
Management traits and excellent communication skills
Demonstrable suitability to work in a management role and an ability to communicate effectively at all levels
Ability to build and maintain excellent working relationships with all staff levels
Advanced Microsoft Office skills

Responsibilities

Manage individual performance of allocated support resources including regular progress meetings and career conversations
Ensure the smooth induction of new starters and supporting Legal Support Managers in ensuring awareness and understanding of HR, department and client specific policies, procedures, and information
Act as a coach to develop the team to the highest standards
Identify appropriate training to support personal development through feedback, performance management and continued assessment of training needs
Mentor and advocate for the Legal Assistants/Paralegals
Manage legal support teams with a focus on service delivery and excellence; coordinate and resolve issues relating to workflow to ensure deadlines are met, resource availability, working relationships, service delivery and HR matters
Manage resource allocation following PTO or leaves of absences etc. to ensure service levels are maintained with a fair distribution of workload and cover
Work closely with other Team Leaders and Legal Support Managers to support wider group.
Ensure full understanding of the group’s aims and objectives
Develop relationships and proactively manage services around agreed SLAs, and ensure successful team management and workflow allocations
Responsible for ensuring the prioritization of work appropriately, balancing fee earning work and capacity, liaising with other Team Leaders and Legal Support Managers on embeds and flows of activity
Identify head count issues to Legal Support Managers and work to create effective solutions and work-sharing
Participate in the recruitment and selection process for team members.
Keep abreast of issues, anticipate changes in demand/regulatory changes and effect timely interventions to address the changes, working with Legal Support Managers to introduce these into the service
Proactively and flexibly work with the other Team Leaders to improve the quality and efficiency of legal support services provided to the business, ensuring consistency of approach
Participate in legal support team meetings
Maintain appropriate statistics to fit the requirements of SLA report monitoring
Approval of time off, absences, overtime etc.
Develop and manage the current services being provided as well as considering future changes in line with technology changes and the changing needs of our clients/the business, and liaise with other Team Leaders and Legal Support Managers on suggested adjustments
Liaise with other Team Leaders and Legal Support Managers to co-ordinate desk allocations, moves and changes in conjunction with IT and Workplace Services.
Ensuring high standards of service are consistently maintained and developed.
Drive the delivery of exceptional client service, quality and consistency across team members and ensure processes are developed positively, with best practice shared with other Team Leaders, Legal Support Managers, and colleagues across the region
Ensure full compliance by the legal teams of our policies and procedures (e.g. Compliance, ISO, Finance), engaging with other offices/regions where appropriate
Actively support and be a champion for department/firm initiatives, engaging with other offices/regions where appropriate and driving implementation of changes
Participate in department projects, adopting common project methodologies from initiation to completion and ensuring business requirements, objectives and anticipated benefits are understood and achieved
Any other duties as required, commensurate with the level of the post