Legal Secretary Manager

Legal Secretary Manager

New York, NY or Mountain View, CA

Summary

We have an opening for a Legal Secretary Manager (Business Center) who will focus on continuously improving the services offered at the Business Center (“BC”), developing the BC’s staff and their performance. The position works closely with the Legal Administrative Services Manager to help cultivate effective and cohesive working relationships firmwide, support departmental objectives and goals, and create opportunities to expand services. The functions for this position include analyzing metrics to promote efficiency changes, analyze areas for process improvements, create sub-teams to address unique or specific needs. The Manager is a component of the front-line contact with the business to manage resources, performance and staff utilization. This position can be based in our Mountain View (CA) or New York (NY) offices.

Responsibilities

• Manages the daily operations of the BC by providing the stakeholders an exceptional customer service experience and actively listening to their needs to solve issues; come up with solutions to problems and create a positive dialogue with stakeholders, thereby helping to foster a favorable reputation for the BC.
• Form and manage a subgroup of BC members that provide “Concierge” level service focused on reaching out to stakeholders, are flexible, can take on and come up with appropriate solutions to solve problems, are innovative in creating unique ways of solving issues; are open-minded and adapt to the situation being handled.
• Promotes and educates stakeholders on the BC’s service offerings by projecting an image of friendliness, professionalism and the BC’s ability to provide personalized services.
• Create, distribute and maintain periodic surveys to address services and performance; routinely distribute surveys when complex or challenging projects are completed.
• Report and develop action plans, if necessary, to reduce complaints and minimize unsatisfactory ratings.
• Establish standard operating procedures and systems to enhance customer service experience and ensure staff is trained.
• Hold departmental meetings and communicate effectively with staff regarding updates, changes, new developments, service delivery and other relevant issues that impact the BC and the firm.
• Works closely with the Legal Administrative Services Manager on identifying hiring needs, training, staff performance issues; maintains accurate documentation.
• Assists in the annual performance review process, coach and mentor staff on advancing their professional development.
• Provide quarterly feedback to team members on their performance and ensure adherence to firm and departmental policies and standards.

Requirements

• Superior oral and written communication skills.
• Ability to adhere to the firm’s policies, procedures and core values.
• Must be detail-oriented and understand the BC’s goals, the services offered, the cadence of the BC, and the issues it faces.
• Must maintain strict confidentiality of client work as well as the firm’s internal structure.
• Ability to work independently with limited guidance and exercise independent judgment, including knowing when to delegate and consult upper management.
• Ability to interact effectively with all levels of firm personnel, including attorneys, management and the firm’s administrative departments.
• Excellent supervisory and leadership skills.
• Must be flexible and able to work under tight deadlines, handle multiple tasks and respond quickly to changing priorities.
• Able to work in a teamwork/collaborative style and environment; share information, goals, opportunities, successes and failures with the appropriate parties and management team; actively participate in teams and provide team leadership.
• Ability to anticipate problems and focus on appropriate solutions while incorporating differing viewpoints.
• Effective problem solving and listening skills; ability to resolve issues among staff members.
• Ability to maintain a professional demeanor in all situations.
• Ability to work effectively in a culturally, educationally diverse, multi-office environment.
• The qualified candidate will have 5 – 7 years of supervisory/management experience in a mid to large law firm or professional services organization. Business process improvement, project management or organizational change management experience.