What are the responsibilities and job description for the Operations Analyst II position at HireTalent?
The Client's Legal Operations Shared Services team is an integral part of our Legal Operations team, focused on driving continuing operational efficiency for Client's Legal department. The team is process and technology oriented, resolving a high volume of cases in support of our Legal and Corporate Affairs teams.
The Legal Operations Analyst will manage and execute a variety of services that enable each of the legal practice areas to work in a more efficient and cost effective manner. This individual will use case management, reporting and dashboards to monitor the timely performance and quality of that work, and collaborate with the team to help establish new innovative process improvements to free up attorney time and improve quality of the department s work product. Reporting to the Legal Operations Manager, this individual will be focused on providing excellent internal and external customer experience while efficiently delivering high-quality work-products that accelerate our journey.
The ideal candidate for this role is results-oriented with a demonstrated history of making significant contributions and delivering time-sensitive business-critical services with a strong commitment to upholding work quality standards within a global operations or shared services organization. They should possess a keen interest in understanding how their role aligns with Client's overarching objectives, a passion for enhancing customer satisfaction, and a genuine enthusiasm for optimizing processes and tools.
Responsibilities
- Manage a fast-paced queue of support requests and daily case related tasks of varying level of complexity that are a part of the team s varied service portfolio. Utilize established standard operating procedures and documented processes to drive all issues to resolution, prioritizing customer satisfaction and efficient task execution.
- Develop a deep understanding of the technology, tools, business processes, and legal theory utilized to carry out the range of services within the shared services portfolio performed on behalf of and in collaboration with the various legal business units.
- Take ownership of a designated subset of services within the portfolio becoming the subject matter expert and guiding team members on specific tasks by aligning with business objectives and monitoring performance of service tasks through the creation and interpretation of reports and dashboards.
- Generate and monitor reports and dashboards for services and tasks to analyze data trends and ensure quality. Provide regular status updates to management at both a high level and detailed level on the assigned portfolio.
- May assist senior team members with operational process flows and solution designs, as well as participate in operational enhancement efforts. Gain exposure to the fundamentals of the project and service lifecycle and contribute to process improvement projects as assigned.
Required Qualifications
Preferred Qualifications
