Job Description

The Manager of the Processing team will be responsible for the day-to-day operations of one or more Processing teams. This person will oversee the scheduling, performance, and quality of that Processing team. The person will be responsible for process and technology implementation, process adherence, and process improvement of the team. This person will optimize operations and introduce better workflows and new tools to optimize the operations of the Processing group. The person will be actively involved in hiring, training, and mentoring the senior team members and the staff. The role requires identification of training, training documentation, training plotter, and conducting training sessions

• Responsible for day-to-day operations of the Processing Team including ownership of leadership distro emails

• Develop, update, and ensure adherence to Standard Operational Procedures and other training documents

• Effective queue management for the processing team with an emphasis on ticket prioritization based on deadlines and projected completion times.

• Customer/client escalation management and resolution, including email correspondence ownership, issue resolution, and post-resolution action items.

• Partner with all client delivery teams to understand team/client challenges and ensure the Processing team makes proper adjustments to alleviate challenges/issues.

• Identify training needs, knowledge gaps, and upskilling needs and manage the training of the team

• Appropriate management of underperforming employees

• Prepare Reports and dashboards for various stakeholders

• Active involvement in hiring and training of new team members

• Conduct refreshers for existing team members

• Regular review of team utilization and time entry compliance to ensure the team is managed toward utilization target and time compliance is >90%.

• Ensure participation in various stakeholder connects by ULX Processes

• Partnership with the QA team to help identify quality issues, process gaps, and team performance challenges

• Monitor and communicate SLAs, KPIs, team goals, and performance metrics

• Manage team engagement including the development and implementation of a strategy to retain talent

• Supervise the delivery of projects including turnaround times and quality

• Escalation point for the team and the shift

• Optimize infrastructure to ensure smooth operations and avoid breakdown

• Manage performance evaluation and mentor the team members

• Stay up to date regarding the litigation applications market and offerings by competitors

• Manage 24x7x365 support operations ensuring that all customer issues are prioritized, triaged, and resolved as effectively as possible by SLAs.

Desired Candidate Profile:

• 8+ years of overall eDiscovery domain experience with 4+ years managing and leading teams

• Expertise in eDiscovery applications like Nuix, Relativity, Law, Everlaw, JIRA, and Concordance.

• Manage team operations and provide technical guidance to the team

• Prepare goals, improvement plan, and track performance for everyone on the team

• Ensure optimum team performance and error-free delivery of projects

• Manage shift and queue.

• Act as an escalation for any issues related to the team or the shift

• Work on developing new solutions and contribute to optimizing current operations

• Multi-tasker with superior decision-making, analytical, and critical thinking skills

• A purposeful approach to work, proven personal initiative, and an ability to work proactively and with a sense of urgency

• Excellent verbal and written communication skills with a focus on stakeholder management

• Ability to meet deadlines and maintain focus

Education Qualification

• Bachelor’s degree in information systems, Business, or commensurate experience (Masters's degree preferred)

• Relevant Application Certification in Law, Nuix, Everlaw, Relativity, Reveal.

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