Workflow Coordinator

The Legal Assistant Workflow Coordinator as part of the US Assistant Center will manage the assignment of administrative support requests from fee earners delegating them to Legal Assistants via the Service Now platform. Additional responsibilities will include effective management of team resources, approving absences and ensuring adequate coverage is in place. The Legal Assistant Workflow Coordinator will be a subject matter expert and go-to resource for troubleshooting and problem solving requiring the individual to be current on all Freshfields programs post-onboarding training. Regular monitoring and reporting of key statistics to senior management will be required, in addition to conducting a weekly introductory presentation over MS Teams to new fee earners being assigned to the support model. Involvement in the recruiting and onboarding of new team members, as requested. The Legal Assistant Workflow Coordinator will work closely with the Assistant Manager and Senior Manager of Support Services in the U.S. This role requires work hours of 7:00am ET - 3:00pm ET.

• Utilizing the Service Now platform to assess and assign each fee earner request
• Maintain target SLAs established by team management, troubleshooting and problem solving as necessary
• Provide coaching and training as needed to Legal Assistant team demonstrating knowledge of Freshfields resources, best practices and procedures
• Ensure high quality support is being provided gathering feedback as needed
• Be an ambassador for the US support team to fee earners
• Foster high standards of client service
• Participate in recruiting and onboarding efforts as needed
• Work closely with US team management on performance related matters
• Project work as requested

• Associates’ degree/Bachelor’s degree
• 1-3 years of administrative support experience in the legal or professional services industry.
• Strong technical skills including knowledge of Microsoft Office including Word, PowerPoint, Outlook and Excel as well as the ability to learn additional programs used by the support team.
• Ability to learn and implement best practices for support as outlined during training and coaching sessions.

• Excellent interpersonal skills with the ability to build relationships with key stakeholders and work collaboratively within a team.
• An ability to work well in pressured situations while maintaining a professional attitude.
• Able to work fast, accurately and to tight deadlines.
• Independent self-starter able to problem solve and take full ownership of assigned tasks.
• Excellent communication skills, both written and oral with an ability to interact at all levels.
• Excellent organizational skills and attention to detail.
• Ability to demonstrate absolute discretion with sensitive and confidential information.
• An enthusiastic and committed approach, whilst always remaining flexible and proactive.
• Ability to prioritize tasks, conflicting demands and deadlines and act on own initiative.
• A strong team player with an ability to form supportive relationships throughout the firm.
• Adaptable and open to change.
• Willingness to broaden experience and develop skills further.