Secretarial Services Supervisor

Summary

The Secretarial Services Supervisor manages the secretarial function across their assigned region. The role primarily focuses on ensuring that the secretarial population is equipped and capable of providing a high degree of client service, internally and externally.  This role will be responsible for improving how the support function is provided and identifying ways to continually enhance it.  This is a regular, full-time position, working Monday to Friday.  Flexibility is required from time to time.

Primary Functions

• Establish the highest standards of customer service and develop a culture of excellence within the secretarial services function.  Ensure all team members are performing at a high level by providing regular performance feedback and identify and proactively manage issues.
• Manage secretarial assignments and allocation.  Maintain a full understanding of each secretary’s workload to better manage assignments and assist with workflow.
• Actively manage team support to ensure cover is effectively provided and that teams work efficiently and cohesively to support all fee-earners.  Ensure there is a smooth transition for joiners, leavers, and movers.
• Identify new ways of working/resourcing, offer solutions and ideas for new working practices, and support the implementation of these ideas.  Continually review, identify, and rectify inefficiencies.
• Partner with the IT Training and Learning & Development teams to identify and implement training programs for the secretarial population.  Support and encourage attendance of training courses to ensure the secretarial team is trained properly.
• Work with HR to assess and identify resourcing needs and solutions regarding talent management.  Actively manage teams flagging any concerns or issues with the Office Manager and/or Human Resources.  Liaise with the Office Managing Directors and Regional Divisional Leaders as appropriate.
• Approve and monitor all absence via ADP in accordance with the firm's policies and procedures.  Maintain regular contact with secretaries and fee earners on unscheduled and long-term absence and ensure HR is kept aware of extended unscheduled absences.  Ensure fee-earners are aware of coverage resources in advance of secretarial absence.
• Review and approve timesheets of secretaries within assigned region.
• Manage the secretarial appraisal process by drafting appraisal forms that incorporates feedback from assigned fee-earners and office managers, identifying objectives and training needs, delivering the appraisal, and following-up with interim performance meetings where required.
• Interview candidates for secretarial vacancies and actively contribute to the recruitment process to identify the most qualified talent.
• Assist with, and oversee many aspects of, the onboarding process of all secretarial roles, including weekly integration meetings.
• Participate in induction sessions for all new attorneys and staff.
• Coordinate regular team meetings; provide agenda and produce minutes or delegate as appropriate.
• Coordinate Notary operations.
• Collaborate with IT Support Users (ITSUs) to ensure naming conventions and house style protocols are adhered to.

Specific Skills Required

• Ability to maintain strict confidentiality of the firm's internal, personnel, and client affairs.
• Highly proficient in all standard office software, including Outlook, Word, and Excel.
• Excellent attention to detail together with a methodical and organized approach.
• Strong communicator, inquisitive and enthusiastic and willing to work with lawyers and support staff at all levels, able to handle queries efficiently with diplomacy and tact, gaining confidence of partners and staff.
• Able to manage fast-paced workload effectively and move projects forward under tight deadlines while handling multiple, detailed tasks.
• Able to influence and build strong working relationships with internal clients and colleagues in a collaborative and supportive manner.
• Able to escalate issues as appropriate and present and communicate issues effectively along with logical solutions.
• Solutions focused, proven initiative, pro-active approach and independent thought. 

Experience and Education Required

• At least five years of legal secretary experience and two years of supervisory experience.  Bachelor's degree preferred.

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