Our Client is an award winning, Full Practice Law Firm offering a unique collection of specialisms across the commercial, health, public and insurance sectors. They have an exciting opportunity for a Document Solutions Manager. You will lead the strategic and operational delivery of all Document Solutions services and Document Production (shared services) across the National network; to identify, define and manage projects to transform delivery of those services in meeting the changing needs of the business; fostering a culture of ownership, client focus and innovation within the team. This role has three direct reports, through which the larger teams deliver the services. Additionally, the role carries indirect team management responsibility supporting the team leaders who manage the team on a day to day basis across all five offices. Travel to all offices is an integral part of this role.
What does the role involve?
The role is responsible for the continued delivery and development of the workflow automation which includes the following services:
- Digital document production and certification
- Printing and reprographics
- Records management – both physical and electronic
- Asset management
- Electronic Mail, courier and DX service management
- Reduction in paper (costs and storage of) throughout the business
- Audio transcriptions
Operational delivery
- Leading the team in ensuring all services meet the needs of the business from quality, accessibility and availability perspectives
- Taking relevant action to ensure services are delivered to agreed and expected quality
- Testing and refining the needs of the business by developing and maintaining stakeholder relationships across the business
- Implementing and maintaining Service Level Agreements; creating and reporting metrics around client satisfaction and “value-for-money” of service
- Rolling out consistent and appropriate standard processes to all offices
- Evaluating and developing the working practices within the team, in line with optimal process and all compliance requirements
- Working with the other managers to ensure continuity of service at all times; working with team and suppliers to meet requirements of the BCP plan
- Ensuring the effective resolution of any service delivery issues; and that all relevant communications follow the firm’s protocols and reflect the Legal Support Services vision; acting as point of escalation and remedy for issues
- Undertaking daily reporting on issue resolution; weekly reporting on service; contributing to monthly comms to business where necessary
Projects & Change Management
- Identifying opportunities for positive change and continuous improvement, maximise IT opportunities; defining project outlines; creating project proposals for submission to the head of Dept, and/or the Executive Board where necessary
- Providing and maintaining a level of expertise in all areas of document solution and shared services, acting as subject matter expert for business-wide projects
Risk & Compliance
- Working with the Risk & Compliance team in ensuring compliance to all relevant regulatory requirements and ongoing upkeep of information security policies
- Working with the Information Security manager to ensure all reporting and any remedial action is up to date
- Representation at the Information Security Board as required when issues become reportable
- Creation and upkeep of Document Solutions risk register
- Scheduling and monitoring of relevant audit activities
Team management
- Ensuring frameworks are in place to provide relevant development and training to the teams; ensuring that the team has the appropriate skills and technical expertise to deliver the required operational performance
- Setting of performance objectives for the team and managing performance against them; identifying and addressing problem areas in a timely fashion
- Acting as coach, mentor and subject matter expert to Team Leaders
- Ensuring the right resources are available in the right locations, conducting recruitment and selection in support of this
- Communicating to the team on the vision, strategy and direction of the business, Legal Support Service, Document Solutions and Shared Services
Supplier/Contract Management
- Ensuring all suppliers are under current contract by the business and managed actively; driving regular review and procurement activity
- Working with the team to ensure supplier SLAs are enacted and enforced; taking appropriate action when third-party provision affects the team’s ability to deliver to the business
- Acting as gatekeeper for all relevant third-party spend, ensuring best value and actively challenging provision where historic arrangements are in place
- Owning key relationships, acting as point of escalation, ensuring regular provision of appropriate management information
- Using network to benchmark supplier provision; ensuring consistent levels of service provision are maintained through the life of the contract and enhancement/innovation is not held for renewal
Financial
- Delivery of regular reporting and monthly tracking of cost v budget
- Working with the Head of Dept in producing spend forecasts
- Tracking cost and proposing alternatives to existing provision; analysis and reporting on cost of service against agreed metrics
What technical skills are required for someone to be successful and enjoy the role?
- Knowledge of workflow and digital document management technologies; this role will work towards developing comprehensive working knowledge in these areas to become a subject matter expert
- Knowledge of workflow and digital document management technologies and digital mail rooms; this role will work towards developing comprehensive working knowledge in these areas to become a subject matter expert
- Knowledge of Kofax Capture, iCompli, Visual files, Fiery print driver, workflow ticketing, document management & case management systems would be an advantage
- Project management qualifications (PRINCE II) and Process improvement qualifications (Lean Six Sigma) are desirable but not essential, as this role will work towards developing demonstrable practical implementation of tools and techniques
- Records/information management qualifications from organisations such as AIIM an advantage.
