Record Retrieval Project Lead

Job Summary
The Project Lead is responsible for account management and hands-on leadership of the Record Retrieval operation for specified projects and personnel supporting those projects. The Project Lead evaluates and monitors performance of activities to gauge appropriate performance and service levels for the Record Retrieval process and staff. The Project Lead is the primary point of contact with the client with oversight from the Project Manager. The Project Lead also offers suggestions for process/staff/policy improvements to ensure the highest level of service and quality is attained and maintained by the Record Retrieval Specialists. The Project Lead ensures that all project deadlines are met and the workload is appropriately prioritized.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.

Account Management

• Responsible for delivering agreed components in Statement of Work for project
• May assist with negotiating and documenting change orders
• May assist with validating customer satisfaction o May assist with managing customer concerns
• May assist with analyzing project P&Ls and providing recommendations for improved profitability

Manage day to day client interactions and facilitate internal activities to meet client and company expectations

• Ensure records retrieval services are within agreed upon SLAs
• Troubleshoot, resolve and/or escalate process quality issues
• Conduct audits on project scope of work as directed by Project Manager
• Report project metrics and performance as directed by Project Manager

Develop a team of self-motivated individuals

• May participate with the recruitment of new staff (e.g. participate in interviews)
• Coach and mentor Team Lead and Record Retrieval Specialists

Deliver excellent customer service

• Contribute to development of best practice standards
• Refine and train standard operating procedures
• Maintain ongoing knowledge of project
• Manage Service Level and Operational Level Agreements
• Identify and implement opportunities for process and service improvements

• Ensure quality metrics are achieved and propose recommendations for improvement

• Possess a working knowledge of all MRC policies and procedures to ensure effective enforcement and compliance

• Inform Sales and Finance of scope of work changes or additions

• Review and approve monthly client invoices Job

• May assist with financial forecasting of the project

• Troubleshoot, resolve and/or escalate database quality issues with clients

• Provide clients with database access and training

• Up-sell additional services

Further, the ideal candidate will find ways to increase operational efficiency by identifying ways to streamline operations and communicating ideas to the business.

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree or equivalent (applicants with significant management experience and no degree will meet qualifications)

• 2 years’ experience managing staff

• Ability to manage high-stress situations calmly and effectively

• Excellent oral and written communications skills

• Excellent problem-solving and organizational skills

• Demonstrated experience with Quality Management concepts, including Service Delivery and Service Support

• Experience with Service Level Management and defining Service Level Agreements (SLAs) and/or Key Performance Indicators (KPIs)

• Experience tracking performance through data parsing

• Advanced Excel user

• Desire to develop expertise in process excellence

• Self-motivation and the ability to work in a fast-paced, flexible, team environment

• Legal experience or paralegal certificate/degree - preferred

• Experience with E-Filing/E-Discovery preferred

• Experience with generating and issuing subpoena’s - preferred

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, and talk or listen. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet and moderate.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Employee stock ownership plan

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Houston, TX 77043

Salary : $40,000 - $50,000