Job Description

Key Responsibilities and Skills

The Legal Document Production Team Leader is responsible for leading a high-performing document production team while maintaining exceptional standards of accuracy, quality, and turnaround. The role combines people leadership, operational oversight, and a strong focus on continuous improvement to ensure a consistently high level of client service.

Team Leadership

• Lead, coach and support a team of legal document production specialists, setting clear expectations and performance standards
• Conduct regular 121's, team meetings, and performance discussions to support engagement, accountability, and development
• Provide hands-on support with complex or high-risk document production tasks as required

Operations & Service Delivery

• Oversee the day-to-day team operations, ensuring workloads are effectively planned, delegated, and delivered to agreed service levels
• Maintain the highest standards of accuracy, output, and turnaround across all document production work
• Act as the first point of escalation for workflow challenges, quality concerns, or client expectations
• Provide hands-on support with complex document production where required
• Ensure the team meets or exceeds individual and team targets and service level agreements (SLAs)
• Champion best practice and support the adoption of new technology and tools

Process Improvement & Quality

• Monitor productivity, quality, and team performance; investigate errors and addressing issues constructively
• Identify opportunities to improve workflows, processes, and ways of working, supporting implementation of changes
• Maintain clear process documentation and encourage knowledge sharing across the team

Stakeholder Management

• Follow up all client concerns and queries effectively, representing issues on behalf of the account manager where needed.
• Build and maintain strong day-to-day relationship with the client
• Support with service reviews, contributing to positive client outcomes and long-term partnerships

Skills

We're looking for someone who:

• Has proven ability to lead, coach and develop a team in a high-standards, client-focused environment
• Has strong organisational and workload management skills, able to prioritise competing tasks while maintaining quality and accuracy
• Has excellent communication skills, able to engage confidently and professionally with stakeholders at all levels
• Demonstrates a proactive approach to identifying process improvements and contributing ideas to enhance workflows, team performance, and client outcomes
• Has high attention to detail and commitment to accuracy across all document production work
• Has strong problem-solving and decision-making skills, including handling escalations effectively
• Has the ability to monitor team performance, provide constructive feedback, and support continuous learning
• Is comfortable with adopting new technology and tools

Experience

Essential:

• Minimum of 3+ years' experience in legal document production
• Minimum of 2+ years' team management experience
• Demonstrated experience producing, reviewing, and managing complex documents, including advanced word function (styles, templates, tracked changes, formatting)
• Proficiency in MD Office (Word, Excel, PowerPoint, Outlook) and familiarity with legal/document tools such as PDFdocs, DocuSign, and digital dictation software
• Experience meeting tight deadlines while maintaining high standards of accuracy and attention to detail
• Proven track record of building constructive working relationships and collaborating effectively within a team
• Flexible and adaptable, thriving in a fast-paced environment and able to balance operational oversight with hands-on support as required

Work Remotely

Yes

Schedule

Hours of work: 09:00 - 17:30 GMT (from March to October 10:00 - 18:30 SAST, from October to March 11:00-19:30 SAST

Job Type

Full-time, permanent

What's in it for you?

At SmartPA, we believe in rewarding talent and supporting your growth:

• Competitive salaries
• Full time, remote work
• Flexitime initiative: work when you're most productive (core hours: 10:00-16:30 GMT)
• 33 days holiday: because rest fuels greatness
• Department incentives
• Employee Assistant Programme