The Sr. Operations Supervisor will be responsible for overseeing, mentoring, and developing a pool of experts in LNNA Strategy, Product Marketing, and Large Law Data Analytics covering various workstreams, ensuring all deliverables and objectives are achieved in line with stakeholder expectations.

Accountabilities:​

People and Performance Management

Accountable for hiring and retaining talent while ensuring new employees are oriented to the organization, its policies, facilities, etc.Facilitate Employee Training and DevelopmentManage individual and team scorecardsProvide ongoing guidance to employees in the forms of ongoing coaching and mentoringConduct performance appraisal on a regular basis and participate in annual review processDevelop and implement PIP if performance is not adequateApprove and monitor daily team attendance

Conflict / Crisis Management

Regularly review the needs of employeesProvide 2nd level handling of escalation related to operational or functional issuesHelp, discuss, evaluate, and resolve personal and work issues among team membersInform and monitor employees during times of crisis or disaster to assess the situationInform the manager of the current situation of team members and recommend a solution

Reporting

Submit regular operation performance status reports to local leadership teamGenerate monthly performance update to BU stakeholdersUpdate all necessary reports needed by StakeholdersEnsure all reports are accurate, updated and submitted on time

Operational and Process Management

Gain good understanding of the business to be able to monitor accuracy of work, identify opportunities to develop people, improve processes and drive resultsWork in production to effectively coach and mentor team members as well as assist in production due to business requirements i.e., volume influx, staffing issues etc.Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operationsConduct monthly operations review and execute action items agreed with the manager and business unit partnersDrive key initiatives to facilitate team process improvement and efficiency as well as partner with Leadership to implement critical actionsLead/implement process improvement projects and utilize best practices in tools automationManage and facilitate the corrective action process, partnering with the ManagerProcess audit – support annual process audit activitiesOperations Standard – support compliance with established processes

Qualifications:

Bachelor’s degree holder3-5 years of leadership experienceMarketing background is a plus Strong people & stakeholder relationship management skillsExcellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organizationStrong organizational, prioritization, and delegation skillsProven problem solving and analytical skillsProven success at managing changeDetail oriented and project management skillsMust be amenable to work on mid-shift or graveyard schedule

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