Assistant Project Manager, Shared Analytics, CCC

Job Title:Assistant Project Manager

Location:Mumbai, India

Reporting Manager: Director/Sr. Manager

Role Summary:

To provide professional support to business development and knowledge teams at Law firms ensuring the successful delivery of services. An opportunity to build your career in Research and contribute to the growth and improvement of processes.

Responsibilities and Duties:

Account Management

• Ensure consistent quality and satisfactory fulfillment of clients requests
• Maintain utilization, productivity, and quality standards above clients target
• Ensure team works within the agreed client and Integreon Standard Operating Procedures (SOPs)
• Coordinate daily operations and ensure timely communication of capacity/staffing updates to all stakeholders
• Identify and create solutions to issues/concerns (i.e., technology, capacity, resources) and escalate as appropriate
• Ensure that the team is compliant with ISMS and QMS requirements of the company and client

Clients Management

• Manage multiple client accounts across the Shared Research Team
• Serve as SPOC for clients
• Answer client s questions on operations
• Attend process meetings and regular client calls

Workflow Management and Production

• Ensure that the teams are working efficiently, deadline negotiations are done properly, and work is delivered as per the committed deadlines
• Develop and implement business continuity planning for unforeseen circumstances (i.e., emergencies, unplanned absences, etc.)
• Support day to day work delivery (production)

Quality Control and Management

• Monitor the team s metrics to ensure quality scores are consistently high
• Ensure that the requisite number of jobs are quality checked each month and quality scores are captured and maintained in agreed templates
• Analyze clients feedback and rank Associates in the team based on their performance
• Identify areas for improvements and prepare action/process improvement plans
• Lead regular quality improvement process meetings with the teams and collaborate with other locations or departments to set up and share best practices

Performance & Appraisal Management

• Provide support on overall department goals
• Set team members goals and manage their performances
• Ensure that feedback on associates performance is properly documented and communicated in a timely manner
• Establish a succession plan for the team

Communication and Engagement

• Share management goals and organizational updates with the teams on a regular basis
• Conduct regular team meetings
• ISMS, QMS, process updates and refresher trainings
• Encourage the teams to take part in company activities and organize engagement activities to improve performance, collaboration, and teamwork
• Ensure regular one-on-one sessions are being conducted with team members
• Foster a working environment that promotes transparency and openness

Operational Reporting

• Ensure all teams metrics are accurately captured and reported in a timely manner
• Maintain and present reports according to agreed formats (either stipulated by clients or using standard internal templates)
• Consolidate Service Recovery Reports (SRRs) and send to the clients and other key internal stakeholders

Hiring

• Coordinate with Human Resources on hiring, on-boarding, and off-boarding of associates
• Have calibration sessions with Talent Management and ensure that roles and responsibilities are clear to avoid mismatched expectations
• Ensure that selected candidates have the right skills or experience to deliver against expectations

Required Skills/Abilities:

• Good written and oral English
• Good client/customer management skills
• Logical thinking and good decision-making abilities
• Experience in managing day to day operations
• Excellent time management skills
• Work independently, self-learner, able to adapt to various situations, disciplined
• High level of positive attitude ( Can do attitude) and follow problem solving approach
• Responsible for compliance with ISO standards and other confidentiality requirements

Education and Experience:

• Graduate/Post Graduate
• Minimum 5 years of experience, with at least 4 years of research experience

Company Information:

Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations, and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team s experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore, and onsite delivery of our award-winning services.

If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.

We are One. We are On.

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Visit us at: www.integreon.com