Title: Manager of Client Services
Location: United States-New York-New York
Xerox Corporation is a $22 billion technology and services enterprise that helps businesses deploy Smarter Document Management(SM) strategies and find better ways to work. Our intent is to constantly lead with innovative services, products and technologies that customers can depend upon to improve business results.
Xerox Litigation Services (XLS) provides in-house counsel and their outside law firms an enterprise-wide discovery management process with services that mitigate risk, control costs, and allow you access to critical information, anytime, anywhere.
XLS is built on a unique combination of the most scalable, high performance discovery management technology and largest group of experienced discovery consultants and professionals in the industry.
Position Overview :
The position is a management role for a team of Client Service professionals. The purpose of this position is three-fold: (1) oversight and leadership for Client Managers; (2) high-level management of cases from inception to completion; and (2) technology consultation and client service to all assigned customers.
General Role:
The individual in this position:
· Is accountable for the progress, performance and quality for all work by Client Service staff;
· Provides a customer relations role to provide a high degree of client service and support across a wide spectrum of clients;
· Provides workflow management for Client Service projects by prioritizing work and coordinating workflow;
· Communicates regularly with clients to assess needs, develop project strategy and report milestones.
· Serves as a point of contact for internal XLS relations and performance;
· Follows and enforces department wide protocols and standards;
· Reports to the Vice President of Client Services and provides leadership to a regional Client Service team.
The individual in this position must demonstrate people management skills as well as project management skills. The job requires experience in all aspects of complex litigation and data management and an understanding of the litigation and discovery process. The Manager must be able to work independently and effectively with attorneys, clients, vendors, management and peers. The skill set must include application of technology know-how, problem solving, status reporting, budget creation, strategic plan input and personnel management.
Leadership/Supervisory (70%)
The primary portion of this position is supervising 10-12 subordinate employees. He/she carries out supervisory responsibilities in accordance with policies and applicable laws. The responsibilities include interviewing, hiring, and training employees; directing work, appraising performance, rewarding and disciplining performance, addressing complaints and resolving problems. The Manager position will:
· Lead by example; establish clear expectations; set direction and priorities; ensure that work levels are balanced among all staff; resolve internal staff issues in a timely manner; keep staff informed of all appropriate information; build on effective team; delegate at appropriate level;
· Facilitate the development of staff by providing opportunities and support; provide timely feedback on work product; regularly coach, evaluate, and recognize staff performance and accomplishments;
· Adhere to Company standards and protocols; seek opportunities to improve department efficiency and reduce expenses by streamlining or consolidating functional areas.
Client Management (30%)
The Manager position also provides expertise of project management as follows:
· Oversee all project activities and workflow; prioritize work of Client Service team.
· Interact with to become familiar with all activities of the team, determine case team special needs, desired outcome, required functionality and special needs.
· Ensure comprehensive project plans, regulates status reports and post mortem reports;
· Direct progress of projects, establishes project milestones, and monitor project status regularly;
· Conduct educational sessions regarding industry updates;
· Determine needs of the Clients by meeting with attorneys to determine review and production needs and make recommendations for the appropriate workflow and project schedule needed to most effectively and efficiently meet the team’s goals;
· Follow Standard Operating Procedures and abide by protocols.
· Minimum of five (5) or more years' experience in management position(s) with law firms, corporate legal departments and/or electronic discovery service providers.
· Deep understanding of eDiscovery and the litigation support industry.
· Bachelor’s degree required. Advanced degree a strong plus. Project Management Professional (PMP) designation a plus.
· Proven leadership skills in building and managing a team of dedicated service professionals.
· Ability to work well under pressure and meet tight deadlines.
· Strong organizational and project management skills, the ability to effectively juggle competing demands, prioritize appropriately, and oversee multiple tasks simultaneously.
· Strong technical understanding and/or experience with e-discovery process, lifecycle and technical issues a must.
· Advanced knowledge and experience with all MS Office applications, especially MS Excel. Extensive working experience with industry leading litigation support software or comparable applications.
· Strong oral and written communication skills to effectively communicate with diverse audiences of varying degrees of expertise.
· High degree of confidence and energy level coupled with strong leadership initiative.
· Strong interpersonal skills and excellent customer service skills.
· Strong understanding IT systems and technology.
Job: Professional Services / Project Management
