Job Role: Sr. Manager- Litigation Platforms- India Processing
Location: Gurgaon
PQE: 10+ years
Requirements & Competencies
- 10+ years of overall eDiscovery domain experience with 5+ years managing and leading teams
- Expertise in eDiscovery applications like Law, Nuix, Relativity, Reveal, JIRA, and Concordance.
- Manage team operations and provide technical guidance to the team
- Prepare goals, improvement plan and track performance for everyone in the team
- Ensure optimum team performance and error free delivery of projects
- Manage shift and queue.
- Act as an escalation for any issues related to the team or the shift
- Work on developing new solutions and contribute to optimize current operations
- Multi-tasker with superior decision-making, analytical and critical thinking skills
- A purposeful approach to work, proven personal initiative and an ability to work proactively and with a sense of urgency
- Excellent verbal and written communication skills with a focus on stakeholder management
- Ability to meet deadlines and maintain focus
Education Qualification
- Bachelor’s degree in Information Systems, Business, or commensurate experience (Master’s degree preferred)
- Relevant Application Certification in Law, Nuix, Relativity, Reveal
Responsibilities
- Responsible for day-today operations of Processing Team including ownership of leadership distro emails
- Develop, update, and ensure adherence to Standard Operational Procedures and other training documents
- Effective queue management for processing team with emphasis on ticket prioritization based on deadlines and projected completion times.
- Customer/client escalation management and resolution, including email correspondence ownership, issue resolution and post resolution action items.
- Partner with all client delivery teams to understand team/client challenges and ensure Processing team makes proper adjustments to alleviate challenges/issues.
- Identify training needs, knowledge gaps and upskilling needs and manage training of the team
- Appropriate management of underperforming employees
- Prepare Reports and dashboards for various stakeholders
- Active involvement in hiring and training of new team members
- Conduct refreshers for existing team members
- Regular review of team utilization and time entry compliance to ensure team is managed toward utilization target and time compliance is >90%.
- Ensure participation in various stakeholder connects in accordance with ULX Processes
- Partnership with QA team to help identify quality issues, process gaps and team performance challenges
- Monitor and communicate SLAs, KPIs, team goals, and performance metrics
- Manage team engagement including development and implementation of strategy to retain talent
- Supervise delivery of projects including turnaround times and quality
- Escalation point for team and the shift
- Optimize infrastructure to ensure smooth operations and avoid breakdown
- Manage performance evaluation and mentor the team members
- Stay up to date regarding the litigation applications market and offerings by competitors
- Manage 24x7x365 support operations ensuring that all customer issues are prioritized, triaged, and resolved as effectively as possible in accordance with SLAs
Apply here