Supervisor, Client Operational Support

The Supervisor I, Client Operational Support will work closely with the Operations Manager and Supervisor II in managing the day-to-day operations of a specific cluster within the Client Operational Support Team. The role-holder will ensure that the team consistently meets its daily deliverables and project deadlines as outlined in the Service Level Agreement. They will also be responsible for effectively implementing all organizational policies, departmental procedures, and processes to provide excellent client service.

Additionally, they will encourage a workplace culture that enhances a positive environment for employees. Furthermore, the individual will monitor the performance of their direct reports according to established standards, identify areas for improvement, and develop performance improvement plans as needed.

Responsibilities:

Operational Management

• Work with the OM and Supervisor II in supervising the day-to-day operations of a specific cluster within the Client Operational Support Team, ensuring that service level agreements are consistently met
• Strategize, implement, and monitor business plans specific to the Client Operational Support Team under the guidance of the Operations Manager and the assistance of the Supervisor II
• Supervise ad hoc or special projects as requested by clients and/or Baker Mckenzie managing offices in close coordination with the Operations Manager
• Respond to operational issues and/or queries raised by the team
• Work with the OM and Supervisor II in coordinating with the agents, Baker McKenzie managing offices and clients regarding matters that are relevant to the delivery of IPSU's agreed back-office support services
• Prepare, provide, and manage operational reports required by clients, Baker Mckenzie managing offices and agents
• Assist in the maintenance of records, proper documentation, and quality checking for the timely delivery of requests and adherence to effective cost-control measures
• Assist in investigating quality incidents reported by stakeholders, recommend, identify, and implement approaches or procedures to resolve such issues
• Identify, recommend, and implement operational improvements
• Attend to or conduct client-related meetings or calls as required with the guidance of the Operations Manager and assistance of Supervisor II
• Other relevant responsibilities as agreed with the IPSU Management Team per the business needs or requirements

People Management

• Work with OM and Supervisor II in supervising the performance of the direct reports and ensure that proper mentoring, coaching, and training are provided
• Manage the recruitment and onboarding of new hires.
• Work with OM and Supervisor II in managing development and performance improvement plans and investigating any HR-related issues
• Manage learning hours and development objectives of direct reports

Skills and Experience:

• Bachelor's degree with good academic credentials
• Relevant work experience in handling people and running business operations at a supervisory level
• Experience in using electronic databases and applications, which are designed for the maintenance of an intellectual property portfolio
• In-depth knowledge and expertise of IPSU's processes as well as IP laws and procedures
• Strong analytical and organizational skills
• Able to make effective decisions and find alternative solutions to problems
• Above-average communication skills, both written and oral
• Strong presentation, and client relationship skills
• Able to maintain the highest level of confidentiality
• Proficient in MS Office applications particularly Word and Excel
• Committed and willing to work in a shifting schedule and/or during holidays