This role is responsible for leading the Managed Services team while coordinating and aligning the teams and processes for consistent global service delivery. This person will advise functional teams on how to optimally align features and workflows within the context of case-specific constraints and establish best practices to achieve the desired outcomes.
Growth
- Enhancing the practice value proposition to provide an end-to-end solution to identified and new target segments
- Identify gaps in the current proposition and build a plan to build capabilities
- Develop the eDiscovery capabilities for processing and project management
- Implement technology and tools to ensure agility, scalability, risk management, and reporting – through technology partnerships and internal automations
- Building capabilities within the existing Managed Services practice
- Develop and manage defensible workflows, controls, and procedures
- Plan and organise resources to achieve the goals and objectives of projects and institutionalise program management to meet the needs of evolving technology, business operations and standards
- Lead the practice growth by enhancing client experience including but not limited to demonstration of depth of experience, process improvement, workflow customizations and creating supporting documentations
- Work closely with Business Head to build proposals, cost estimates, creating case studies regarding firm’s service offerings to clients; engage in responding to RFPs & RFIs and client relationship management activities
Client Delivery
- Delivery Management
- Develop solutions, strategies, and workflows to process data, with special considerations for the unique environment and project-specific complexities of an engagement
- Coordinate the deliveries with the functional team to achieve the agreed service level agreements with clients
- Troubleshoot eDiscovery software issues and coordinate custom development work, as necessary.
- Identify and implement process improvements including automation to continuously increase operational efficiency, quality, and scalability.
- Investigate and resolve project complaints as well as facilitate solutions
- Provide periodic status updates and dashboards to external and internal customers.
- Ensure that client budgets and forecasts are aligned
Team Management
- Mentor, lead, and delegate tasks to team members to support their training and professional development with the goal of creating team environment that offers challenging opportunities and support to all employees and is poised for continued expansion and success
- Work with business to develop project-specific skill standards
- Lead the culture of service excellence including active training, leadership development, and mentoring programs; ensuring readiness of industry required trained and certified resources.
- Focus on accelerating the development of team by achieving industry standard certifications.
- Create ramp up capabilities for managing the unpredictable work volumes through a network of experienced and fresh, permanent and temporary resources.
Compliance
- Ensuring compliance and adherence with all laws and regulations that apply to the business.
- Qualification/ Skills
- Bachelor’s degree; Master’s degree is a plus
- Relativity Master or Expert Certification
- Prefer candidates with onsite experience
- 10-12 years of eDiscovery experience in a law firm or ALSP, including Electronic Discovery Reference Model, (EDRM), technology, global legal framework, and competitive landscape.
- Managed team of c.30-40 analysts/leads
- Understanding of the US/ UK legal system
- Experience of setting/ scaling up an eDiscovery team in a fast-growing company striving toward market leadership in an evolving marketplace.
- Have a successful tracking record of managing engagements of all sizes and durations Deep understanding and experience of:
- Legal technology software (like Relativity, RelOne, Nuix, IPRO, Viewpoint, Venio, Ringtail, SaaS based platforms, proprietary solutions) and integrated systems
- Frontend eDiscovery tools
- eDiscovery databases like SQL
- Demonstrate ability to develop business with new and existing clients
- Must exhibit strong technical writing skills, maintain client confidentiality, ability to analyse information and communicate processes and excellent follow-up skills
