Team Leader, Client Operational Support

Description du poste:

Description

The Team Leader, Client Operational Support will supervise the day-to-day operations of the Client Operational Support (COS) team to ensure that all deliverables and projects meet established Service Level Agreements and deadlines. The role-holder will implement organizational policies, departmental procedures, and processes in coordination with the Trademark Support Specialists, to provide outstanding client service and foster a positive, engaging work environment. The individual will monitor the performance of their team members, identify areas for improvement, and develop targeted development and performance plans as needed.
Main responsibilities:

Operational Efficiency:
* Supervise the day-to-day operations of a specific cluster within the Client Operational Support Team, ensuring that service level agreements are consistently met
* Strategize, implement, and monitor business plans specific to the COS team under the guidance and assistance of the Operations Manager (OM)
* Supervise ad-hoc or special projects as requested by clients and/or Baker McKenzie managing offices in close coordination with the Operations Manager
* Respond to operational issues and/or queries raised by the team
* Work with the OM in coordinating with the agents, Baker McKenzie managing offices and clients regarding matters that are relevant to the delivery of Intellectual Property Support Unit's (IPSU) agreed back-office support services
* Prepare, provide, and manage operational reports required by clients, Baker McKenzie managing offices, and agents
* Assist the Trademark Support Specialist in the work allocation to team members if the business needs require
* Assist the Trademark Support Specialist and Quality Specialists in quality checking the work of team members if the business needs require
* Identify, recommend, and implement operational improvements
* Work closely with the IPSU leaders to identify issues or procedures that lead to operational issues, and propose approaches or procedures that aim to resolve such issues
* Attend or conduct client-related meetings or calls with the guidance and assistance of the OM as required
* Other relevant responsibilities as agreed with the IPSU Management Team following the business needs or requirements
People Management:

* Monitor the performance of direct reports and ensure that proper mentoring, coaching, and training are provided
* Be involved in the recruitment and onboarding of new hires
* Manage development and performance improvement plans and assist in investigating any HR-related issues
* Manage HR and admin matters affecting the COS team in close coordination with the Operations Manager and Project Manager, Business Unit IP Tech
* Manage learning hours and development objectives of direct reports
Skills and experience:

* A bachelor's degree with good academic credentials
* Relevant work experience in handling people and running business operations at a supervisory level
* Experience in using electronic databases and applications, which are designed for the maintenance of an intellectual property portfolio
* In-depth knowledge and expertise of IPSU's processes, as well as IP laws and procedures
* Proficient in using Microsoft Office applications, particularly Word and Excel
* Able to make effective decisions and find alternative solutions to problems
* Able to liaise with people at all levels of the organization
* Strong presentation and client relationship skills
* Strong analytical and organizational skills
* Excellent written and spoken communication skills
* A high-level of attention to detail
* Able to maintain the highest level of confidentiality
* Committed and willing to work in a shifting schedule and/or during holidays
Reports to: Assistant Manager, Client Operational Support

Direct reports: IP Data Analyst I, II, III, IV, Account Administrators and Specialist

Travel requirements: None, unless required by IPTech Practice Group (PG) or its clients

Position type: Center Services

Development framework: Specialist