Document Operations Supervisor (2nd Shift)

Williams Lea by RRD is a global business support services company with a strong legacy-over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world-especially within legal, financial, and professional services industries.

We're a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it's supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we're the behind-the-scenes team making everything run smoothly.

Shift: Monday-Friday, 3:00 - 11:30 pm

• (* denotes an "essential function")
• *Supervise the team's day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
• *Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• *Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
• *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
• *Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
• *Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
• *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
• Have a strong knowledge of the client's businesses and the impact of our services
• Foster cross-training and a sense of team work to optimize client service delivery
• May train more junior staff members, as needed

• A Bachelor's degree or equivalent experience is required
• 2+ years' experience supervising, preferably in a legal, banking or other large corporate environment preferred
• 3+ years' experience in legal document production or legal word processing preferred
• Advanced knowledge of software within MS Office with ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.
• Strong in grammar and composition rules required for editing and proofreading
• Use of manager self-service systems and experience with centralized HR functions preferred
• Basic financial understanding of how day-to-day decisions impact P&L
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Excellent client service skills with a service-minded approach toward the client
• Able to make independent decisions that conform to business needs and policy
• Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines
• Exceptional communication skills, both written and verbal
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Must be self-motivated with positive can-do attitude
• Able to handle sensitive and/or confidential documents and information

Perks & Benefits

• Medical, dental, and vision insurance

• 401(k) with employer match

• Paid time off + paid parental leave

• Life, disability, and commuter benefits

• Employee discounts and perks (on-site gym, cafe, parking, EAP, legal assistance, and more)

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans