Operational Efficiency Manager

Job Description

LOCATION: Fully Remote from anywhere in the United States

THE ROLE:

The Business Process Manager will be part of the US Client Services Manager (CSM) team but will work closely with the Global Operational Efficiency team. The CSM team is responsible for managing the day to day activities of the firm's multi-jurisdiction clients - including but not limited to; developing the relationship with key client stakeholders, writing and maintaining client specific case management protocols, troubleshooting issues, supporting country specific case teams and working closely with the firm's partners. The US Business Process team is responsible for ensuring there are clear, efficient and standardized processes and work standards in place within a case team for the management and professional delivery of the team's work. With the support of the regional Process team, this will include the creation, amendment and review of new and current team processes, alignment of those processes with the firm and implementation of firm standards across the team while facilitating core team requirements.

There are three primary functions of the CSM Business Process Manager: Firstly, the person will work with the CSM team to understand the needs of the team identifying current issues preventing efficient work for that team and individual clients, resolving those issues as well as creating and implementing new and standardized processes/resources/reference material to prevent future issues and increase efficiency. This requires working with colleagues across the firm, particularly in corporate functions.

Secondly the CSM Business Process Manager will act as the point of contact for any standardization initiatives that may impact current client-specific protocols and where possible introduce best practices to further standardize the management of multi-jurisdiction clients. This is key to ensuring clarity, accuracy, and efficiency for all involved, so excellent communication is crucial.

Finally, the CSM Business Process Manager will assist the CSM team with the onboarding of smaller clients won by members of the team for the Firm, either through divestiture from an existing client or through new business development, but where there will be no CSM assigned on a go-forward basis. The CSM Business Process Manager will assist with contract execution, setting up best practice initiation and billing protocols, and introductions to their key Fragomen contacts in key countries.

Change management is key in this role and will be required to implement, embed and adapt new processes created within the team as well as for particular clients.

As a Business Process Manager, you will be responsible for the following:

• In conjunction with the CSM Partner and Leadership team develop best practices that will assist with standardizing the management of multi-jurisdiction clients.
• Consult with CSMs as needed on the impact of office specific or region wide initiatives of the US Operations Team. This will include recommending changes to client specific protocols or processes following best practice principles
• Work closely with the relevant Partner and Leadership Team to support the growth of the Practice by adapting work process accordingly, assist in defining job roles and responsibilities distribution of client responsibilities and workload
• Actively assist with the onboarding of smaller clients ensuring that best practices are established for initiations and billing
• Identify issues on team and create resolution working with case team and central business operations efficiency team
• In conjunction the relevant team members, and the US Operations Team to implement new or amended processes for particular clients; creating implementation plan, embed changes (test and integrate), maintain process implementation (review and analyze) and set up controls such as KPIs, Issues log, feedback log and regular process reviews are in place.
• Work with CSM Shared Services to efficiently outsource tasks, draft how to guides and provide training
• Identify learning gaps, developing whole team training and resources, deliver training
• Create, oversee and manage projects including working with Fragomen corporate teams
• Manage case team members where relevant

Let's talk if you have the following qualifications:

• Excellent time management skills with ability to manage varied and heavy workload
• Ability to identify and prioritize projects, understand core objective and be solution driven
• Clear, well-organized and efficient project management; proposals, setting objectives, giving instructions and analysis
• Excellent communication skills with ability to effectively express oneself verbally in an articulate and polished manner
• Listening and people skills with ability to work with a wide range of people at different levels of seniority
• Training and management skills
• Leadership, negotiation and conflict management skills
• Understanding of workflows, business process optimization and effective client management
• Ability to be dynamic, flexible and adaptable - being able to think "outside of the box"
• Highly proficient in Office 365 applications such as Word, Forms, One Note, SharePoint, VISIO, Excel