Manager Of Administrative Resource Center

Profile

Manager of Administrative Resource Center

The candidate will manage the team’s infrastructure and service delivery model including strategic expansion and continuous improvement initiatives to provide superior service to the firm. Serve as a positive role model and mentor for ARC staff by encouraging an atmosphere of teamwork and facilitating continuous professional development and skill set training. Oversee the development, direction and execution of the ARC’s service delivery strategy in consultation with Operations Leadership in support of the firm’s short- and long-term strategic plans. Define service delivery standards to provide superior administrative, operational and legal support services to the firm. Identify and help implement innovative and best-in-class strategies to improve and streamline ARC standard operating procedures, technology platforms, and service delivery mechanisms, including preparation of process documentation, training, and quality audits. Work with firm administrative and operational departments to ensure technology infrastructure is well managed and properly implemented for efficient and effective team operations. Assume full ownership of technology platform and adjust workflow processes, as needed, to improve service delivery across business services teams. Proactively seek feedback from firm leadership, lawyers, advisors, and business services employees on ARC performance and service delivery model. Develop relationships with key stakeholders to help promote the ARC’s mission, vision and adoption throughout the firm. Work with firm management to ensure adoption of and full utilization of ARC services. Supervise daily work of ARC Staff and provide guidance on prioritizing, problem solving and completing tasks as assigned. Handle escalated inquiries from lawyers, advisors, and business services employees regarding ARC services. Monitor volume and trends in work requests received. Prepare reports for Operations Leadership to assess productivity and efficiency. Assist in constructive resolution of conflicts among team members, other departments, and internal clients. Accountable for managing team workload, ensuring prompt assignment of support requests, and resolving workload issues to ensure appropriate resource allocation to meet firm and client needs. Monitor and approve staff absences and overtime to ensure adherence to scheduled work hours and to provide adequate resources during core working hours. Assist with providing annual budget recommendations for ARC and manage budgets and cost allocations throughout the year. Monitor team performance and productivity, including adherence to service expectations and continually improving service delivery. Accountable for review and/or preparation of communications to end users to resolve service delivery issues. Availability as needed to resolve service delivery issues. Accountable for implementing new processes, software and services as needed. Prepare reporting as needed and analyze metrics to provide meaningful improvement recommendations. Manage performance of all ARC staff, providing coaching and timely feedback on performance issues. Coordinate with Human Resources as necessary on performance issues. Schedule and lead regular ARC staff meetings to foster a culture of collaboration and ensure consistent knowledge and alignment to ARC service delivery standards and the Firm’s Core Values. Accountable for setting a strong leadership example exhibiting exemplary client service, hard work, attention to detail, quality, teamwork and attitude. Complete annual performance evaluations for ARC staff. Coordinate recruiting efforts with Human Resources, including reviewing resumes and conducting interviews. Determine hiring and compensation decisions in collaboration with Human Resources and Operations Leadership. Identify and address ARC training needs through development of a formalized training plan, leveraging ARC staff and firm resources to help regularly conduct and refresh training with staff. Accountable for driving effective professional development for ARC staff. Responsible for effective resolution of staff issues or complaints. Conduct onboarding of new ARC staff to review department policies and procedures and integrate into team operations. Bachelor’s degree is required. Should have 5+ years of related experience managing and leading remote teams, preferably in a law firm or other professional services organization. Experience with using workflow or ticketing systems to manage requests is a plus. Experience with BigHand workflow management tool is preferred. Familiarity with shared service operational or administrative teams is preferred. Familiarity with professional services time entry, expense, and conflict/new business intake systems is preferred.

Company info

Akin Gump Strauss Hauer & Feld LLP
1999 Avenue of the Stars Suite 600
Los Angeles
California
United States 90067-6022
Website : https://www.akingump.com