Document Support Supervisor (2430)

07 Oct 2016
06 Nov 2016
Contract Type
. Latham & Watkins, a leading global law firm, is currently seeking Document Support Supervisor to join our Global Document Services team in Manchester. The Global Document Services team, located in New York, Los Angeles and Manchester, UK work together as one virtual unit providing high quality document production services for all Latham & Watkins' offices around the globe. The Document Support Supervisor is responsible for overseeing the daily operations of his/her on-site location while assuring compliance with all policies and procedures of the firm. At times, he or she may also supervise staff in remote locations worldwide. The Document Support Supervisor is responsible for the department's readiness and ability to provide high-quality and on-time delivery of document services to attorneys, legal and non-legal staff with optimal customer service. The Document Support Supervisor is involved in department initiatives surrounding Document Support services and software which may involve testing, training and creating documentation. Roles and responsibilities also include: Supervises, develops, and coaches the Document Support team members in their professional development endeavors by holding regular one-on-one meetings. Participates and leads global and local staff meetings in order to stay current on firm and Document Support initiatives. Ensures goals and objectives of the team are met. Provides accurate and timely completion of assignments, and responses to inquiries. Ensures that all tasks and duties are completed within the firm's set guidelines and policies. Works with Document Support Management in regard to hiring, training, counseling, evaluating and disciplining departmental employees. Coordinates team schedules alongside their counterparts worldwide and ensures sufficient shift coverage for overtime, weekend, holiday, and vacation schedules to meet firm deadlines. Ensures the team's use of the Service Management system (ServiceNow) (i.e., Document Support log) as well as the Firm's time entry system. Reviews, investigates, and resolves problems encountered by team members of the shift for which they are responsible and other team members at the request and discretion of the Management team. Reviews, investigates, and resolves customer complaints and follows up as needed. Effectively communicates and escalates problems to Document Support Managers. Coordinates with other areas / departments of the firm where overlap exists to develop efficient procedures / communications to streamline processes and satisfy various department needs. Assists with the orientation of all new employees to ensure they are properly trained according to Latham & Watkins or Document Support procedures. Ensures training and certification goals are being met. Generates performance evaluations for departmental employees. Carries out all activities related to management of the flow of work through the department, including but not limited to coordinating the processing and distribution of all document requests coming into the Document Support center and clarifying such requests for Analysts, Specialists, Proofreaders, and temporary staff as needed. Manages emails received in the Document Support mailbox and moves requests to appropriate Outlook folders. Ability to assist with processing, proofreading and quality checking work requests as needed? Takes responsibility for organizing and overseeing complex assignments (assignments that will require multiple specialists and/or span multiple shifts). Ensures smooth and accurate transition of work and projects from shift to shift. Communicates with attorneys, paralegals, and staff to ensure cost-efficient and time-efficient procedures for preparing documents are utilized. Advises the department regarding document procedures and policies. Acts as point of contact for questions or concerns regarding the Document Support center. Completes special projects on various issues as needed. Reviews and processes vendor invoices for temporary staff. Promotes effective work practices, works as a team member, and shows respect for co- workers. The successful Document Support Supervisor will have; a High School Diploma or Bachelor's degree is required; Microsoft certifications in Word Expert, Excel Core and PowerPoint; excellent understanding of complex word processing/document support experience is desired, preferably at a professional services organization; a strong amount of experience in a supervisory capacity is desired; he or she must have outstanding leadership skills (i.e., organizing, planning, problem-solving and decision-making) necessary for effective supervision; well-developed and professional interpersonal skills; ability to interact effectively with people at all organizational levels of the firm; strong analytical skills, including effectively defining problems and identifying solutions; ability to work in a team environment with a customer service focus; organizational skills needed to manage time well, prioritize effectively, and handle multiple deadlines; ability to handle confidential and sensitive information with the appropriate discretion; ability to evaluate the work of others to ensure compliance and accuracy; ability to define problems/issues while using a logical approach to develop and implement appropriate solutions; strong knowledge of applications typically used in a legal word processing environment, such as MS Office Suite, Acrobat, iManage, Abbyy Finereader, DocXTools, and other software and hardware necessary to handle tasks that comprise the department's workload; knowledge of special documents that are common to the legal market; knowledge of other software, hardware, and utilities as specified from time to time by the department management in order to meet production needs; ability to understand and assist with all work typically handled by Document Support; excellent communication skills, both oral and written; excellent English language skills; Ability to identify correct legal format and terminology; Knowledge and proper application of proofreading symbols; excellent typing and formatting skills; attention to detail. Additional Requirements of a Document Support Supervisor include: Ability to work flexible hours including nights, weekends and on call for holidays and special department needs. Fluent English language skills, both written and oral. Fluency in at least one additional European language (French, German, Italian, or Spanish) also preferred. All Latham & Watkins positions are in a typical indoor office environment. The statements contained in this position description are not necessarily all-inclusive; additional duties may be assigned and requirements may vary from time to time, and from location to location . . This job was originally posted as