What are the responsibilities and job description for the Sr. Client Support Manager position at Lisinski Law Firm?
Firm Mission Statement
Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.
Position Overview
The Sr. Client Support Manager is responsible for overseeing and optimizing the day-to-day operations of multiple departments to ensure efficiency, quality, and cost-effectiveness. This role involves managing operational processes, driving improvements, overseeing teams, and collaborating with senior leadership to align business goals with operational strategies. This individual will play a key role in achieving business objectives and enhancing the firm’s performance.
Essential Job Functions & Responsibilities
- Accountable for overseeing multiple departments in the firm and developing effective operational strategies that align with the company’s long-term goals,
- Responsible for overseeing hiring, capacity planning, training, onboarding and support for all team members to ensure high performance
- Analyze operational performance and identify and implement process improvements to increase productivity and reduce costs
- Responsible for ensuring team is provided appropriate training, guidance and support to ensure high performance
- Work with senior leadership to establish and ensure team is tracking departmental KPIs and performance goals
- Plan and manage operational budgets, ensuring cost-effectiveness
- Facilitate team meetings and 1:1’s with team members to review questions and share any process updates
- Accountable for facilitating skip-level meetings with indirect reports to support with developing and improving processes
- Ensure that team remains compliant with internal policies, legal regulations, and industry standards
- Generate and analyze reports on operational performance, identifying trends, issues and opportunities
- Coordinate with other departments and senior leadership to ensure alignment of duties and resolve operational challenges
- Work with the leadership team to evaluate and improve current systems in order to better support the needs of the firm (omni-channel solutions, CRM)
Essential Skills, Knowledge & Abilities
- Strong leadership and people management skills
- Advanced proficiency in data analysis, reporting, process automation, and operational software tools
- Strong prioritization skills and the ability to manage or delegate multiple initiatives simultaneously
- In-depth experience in managing teams and overseeing daily operations of a law firm or legal department
Minimum Qualifications
- Bachelor’s degree in business, management or related field preferred
- Six or more years of related experience may substitute a degree
- Previous experience in a call center or collections environment strongly preferred
- 6-8 years' experience in production-based environment managing large-scale operations or multiple departments
- Lean or Six Sigma certification required
