Operations Manager

Boutique downtown firm specializing in legal services requires an Operations Manager to join their team. The Operations Manager acts as client advocate working with internal departments to ensure that client needs are understood and satisfied. They assist with making sales, facilitating demos, handling client complaints, collecting and analyzing data, and improving the overall customer experience. Leading the 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 and champion optimal experience for clients and efficiency whilst promoting 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:ProceedingsOversee and manage the day-to-day activities of the proceedingsCo-ordinate hearing assignments to technicians in accordance with Bookings TeamAct as the primary contact and manage large proceedings from inception to endStay appraised of changes and updates to relevant softwareAid with hardware and software recommendations and solutions to participants as neededAttend on site to ensure any equipment needs for on-site parties are metSet up document management and sharing capabilities for use by the partiesWork with parties to determine how legal software can be best utilizedMonitor various technology tool use throughout the lifetime of a proceedingProvide real time technical coordination, management, and support to participants during the proceedingOversee event and conference requests by gathering clients’ requirements and expectationsReview and recommend improvements to processes and technologyProvide back up support for the Director and Operations team as required.Create training and onboarding materialTalent ManagementLead talent development, ensuring high standards, competence and that staff is well supported in fulfilling their accountabilities, developing their skills and achieving their career potentialEnsure that talent needs align with business needsProvide clear direction on business goals and priorities; ensure optimal deployment of resources to achieve business goalsBuild and develop cohesive lateral relationships cross functionallyEstablish performance plan and objectives and review on an ongoing basis by providing coaching and feedback as per the performance management processRecruit skilled talent in support of current and future company needs, following standard policies, interviewing methodology and assessment guidelinesFamiliarize and comply with all AP policies while ensuring accurate administration of employee related information: absence records, vacation, title, etc.Client RelationsMaintain a close understanding of our contracts and liaise 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 processesMaintain updated knowledge of company servicesAct as a client advocate with a focus on improving the client experienceEnsure the timely and successful delivery of our solutions according to client needs and objectivesRelationship ManagementIdentify and create opportunities to connect and communicate with clients outside of the sales cycleCollect and analyze data to learn more about client behavior and industry trendsHelp clients through email, phone, online presentations, screen-share, and virtual or in-person meetingsDevelop a trusted advisor relationship with key accountsKeep current clients satisfied and deliver exceptional client service on a day-to-day basisQualifications:Bachelor’s degree in business, PR or a related fieldProven success in delivering the highest level of customer servicePrior experience as an account manager in a similar industry would be an assetStrong interpersonal skillsPolite, friendly, diplomatic mannerExcellent communication skills, both written and verbalGood negotiation and judgement skillsAbility to build rapport and collaborate with others within the company and externallySolution-focused problem solving skillsAbility to build relationships with clients based on trust and respectResourceful with a flair for generating innovative ideasAbility to prioritize, multi-task and meet deadlinesTo 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; [email protected] 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. #J-18808-Ljbffr