Operations Manager

Job Description:

Our client within legal services requires an Operations Manager to join their team. The Operations Manager acts as the main point of contact with internal departments to ensure that In-person, Hybrid and Virtual Dispute Resolution proceedings are properly executed and that client needs are understood and satisfied. The Operations Manager assists with facilitating and overseeing the execution of demos, handling client complaints, collecting and analyzing data, and improving the overall customer experience. The Operations Manager will Lead our Customer Focused Teams to deliver an exceptional experience for both our clients and our Partners. As part of the leadership team, you will develop procedures, manage P&Ls, champion optimal experiences for our clients, including food and beverages programs and promote a culture of inclusivity and the development of high-potential talent. This is a hands-on role for a collaborative, customer & value centric leader who has a passion for building operational processes in a dynamic growing organization.

Responsibilities:

Responsibilities:

Dispute Resolution Proceedings

• Oversee and manage the day-to-day activities of the proceedings
• Co-ordinate hearing assignments to technicians in accordance with Bookings Team
• Act as the primary contact and manage large proceedings from inception to end
• Manage P&L of department and create budgets
• Stay appraised of changes and updates to on relevant software
• Aid with hardware and software recommendations and solutions to participants as needed
• Attend on site to ensure any equipment needs for on-site parties are met
• Set up document management and sharing capabilities for use by the parties during the proceeding
• Work with parties to determine how legal software can be best utilized
• Monitor various technology tool use throughout the lifetime of a proceeding
• Provide real time technical coordination, management, and support to participants during the proceeding
• Oversee event and conference requests by gathering clients’ requirements and expectations
• Review and recommend improvements to processes and technology
• Create training and onboarding material
• Other duties as required

Talent Management

• Lead talent development, ensuring high standards, competence and that staff is well supported in fulfilling their accountabilities, developing their skills and achieving their career potential
• Ensure that talent needs align with business needs
• Provide clear direction on business goals and priorities; ensure optimal deployment of resources to achieve business goals
• Build and develop cohesive lateral relationships cross functionally
• Establish performance plan and objectives and review on an ongoing basis by provide coaching and feedback as per the
• performance management process
• Recruit skilled talent in support of current and future company needs, following standard policies, interviewing methodology and assessment guidelines
• Familiarize and comply with all AP policies while ensuring accurate administration of employee related information: absence records, vacation, title, etc.

Client Relations

• Maintains a close understanding of our contracts and is responsible for liaising with the departments as required. Communicate with new and existing clients to understand their needs and explain services and their value. The lead will delegate as required.
• Organize and participate in demos to potential clients
• Collaborate with internal departments to facilitate client need fulfillment.
• Resolve complaints and prevent additional issues by improving sales processes
• Maintain updated knowledge of company services
• Act as a client advocate with a focus on improving the client experience
• Ensure the timely and successful delivery of our solutions according to client needs and objectives
• Relationship Management
• Identify and create opportunities to connect and communicate with clients outside of the sales cycle
• Collect and analyze data to learn more about client behavior and industry trends
• Help clients through email, phone, online presentations, screen-share, and virtual or in-person meetings
• Develop a trusted advisor relationship with key accounts
• Keep current clients satisfied and deliver exceptional client· service on a day-to-day basis

Qualifications:

• Extensive and accurate knowledge of services
• Proven success in delivering the highest level of customer service
• Prior experience as an account manager in similar industry would be an asset
• Bachelor’s degree in business, public relations, or a related field
• Strong interpersonal skills
• Polite, friendly, and diplomatic manner
• Excellent communication skills, both written and verbal
• Excellent active listening skills
• Good negotiation and judgement skills
• Ability to build rapport and collaborate with others within the company and externally
• Solution focused, problem solving skills
• Ability to build relationships with clients based on trust and respect
• Resourceful with a flair for generating innovative ideas
• Ability to prioritize, multi-task, and meet deadlines

To apply, upload your resume and complete the required information in the “Apply For The Job” section located to the right of the posting. Alternatively, quote the position title and email your resume to: Hannah; h.gold@tdspersonnel.com

If you are already registered with TDS Personnel please contact your Consultant.

TDS Personnel is an equal opportunity employer and is committed to providing employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations within reason due to a disability or medical need are available on request for candidates taking part in the recruitment process.