Document Production Team Leader

Document Production Team Leader

• Salary: £30,033 per annum, plus £20 a month phone allowance and other company benefits
• Location: Remote
• Contract: Full Time, Permanent

Shifts: 42.5 hours per week, Monday to Friday 9am until 6pm or 8am until 5pm(negotiable) with 1 hours unpaid lunch break - flexibility around shift times in case there is a need to cover absence for evening or Saturday

Work model: Fully remote

Williams Lea seeks a Document Production Team Leader to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose Of Role

The Team Leader is responsible for leading their team whilst maintaining the highest level of accuracy and output. The role is broad and covers all areas of document production including building and maintaining a productive workflow within tight time schedules, while implementing an atmosphere that fosters personal and professional growth.

The Team Leader will be tasked with advancing the level of service provided by the ODC document production team and should lead by example supporting and encouraging their direct reports. They will be responsible for the performance management of the team, acting as a ‘coach’ and assisting in the development of staff by helping employees find opportunities to improve their skillset and succeed in their job.

This role is part chargeable, with the expectation of a 40/60 split between leading a team, and document production.

Key Responsibilities

• Potentially participate in new client implementations and due diligence processes
• Build and develop day-to-day relationship with client, being their first line of contact for queries, concerns, or complaints
• Manage assigned client accounts, including preparation of Account Review Reports (‘ARRs’) and participation in Account Review Meetings (‘ARMs’)
• Subject matter expert for relevant clients/teams, including writing and or signing off Standard Operating Procedures
• Update and maintain the Root Cause Analysis
• Ensure the immediate resolution of operational issues or complaints and that corrective long-term action has been taken, involving the Team Manager or General Manager, as required
• Monitor and manage workflow, having an overview of all assigned workflows and job queues
• Correct or amend ENGAGE entries as required and set up new requestors/ personnel on ENGAGE
• Collate data and provide daily, weekly and monthly reports on utilisation and resources
• Monitor service and ensure that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service can be improved
• Ensure all deadlines are met and that work is produced to the highest standards within client expectations, consulting on style options where necessary
• Ensure that systems and software are efficiently operated, requesting support from IT as appropriate
• Work closely with other Team Leaders to ensure adequate cover and workflow coordination is always in place, including rota planning and ad hoc client requests for cover
• Communicate management messages accurately and positively in support of the company’s values and policies
• Produce and amend correspondence, documents, reports, deeds and attachments from a variety of sources, in house style and in line with the client’s specific systems/procedures
• Produce and amend PowerPoint presentations, organisational charts, mail merges, Excel spreadsheets and graphs/diagrams
• Quality checking documents to ensure they are correct, in line with house style, and, where applicable, attachments have been highlighted to personal assistants
• Liaise with fee earners, team leaders and secretaries/TAs as appropriate in relation to document production, keeping service users updated on the progress of their work
• Directly supervise and manage your team tracking performance
• Participate training to ensure you team have the skills needed to successfully carry out their role
• Carry out annual performance reviews as well as performance and absence management when required
• Monitor performance and provide feedback and advice on any training needs or areas for improvement
• Ensure that your team provide excellent customer service and communication in line with our SLAs
• Participate in the recruitment process by conducting 1st interviews, and circulating assessments
• Ensure new hires are giving a relevant training plan and monitored for performance

Personal Attributes

• Experience of leading a team working under pressure
• Experience in a Document Production or similar role
• Exceptional technical skills including high competency in the use of Word, PowerPoint, and Excel
• Excellent oral and written communication skills
• Well presented with good social and interpersonal skills
• Ability to lead by example and with a strong customer focus
• Experience of client service/professional services environment
• Experience of building and maintaining client relationships
• Organised, flexible and proactive with a ‘can do’ attitude
• Able to problem solve and deliver under pressure
• Capable of taking initiative and developing solutions
• Flexible and enthusiastic self-starter

Rewards And Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays(pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality And Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).

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