Director of Client Services and Litigation Support

2 weeks ago

Vancouver, British Columbia, Canada Veritext Legal Solutions Full time
Overview:

At Veritext Legal Solutions, we are seeking a highly skilled and experienced Director of Client Services and Litigation Support to join our team. This key role plays a pivotal part in maintaining and enhancing client and subcontractor relationships, ensuring their satisfaction and loyalty through providing exceptional experiences. The Director will oversee the day-to-day activities of our Client Services and Litigation Support/Production teams, responsible for delivering top-notch service and support to ensure smooth and efficient processes, while collaborating closely with other functions to achieve overall business objectives.

Key Responsibilities:
  • Understand Company targets and strive to meet and exceed; work closely with other departments/functions to ensure seamless operations and alignment with company objectives
  • Understand all Veritext products and services, their value and commensurate fees
  • Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
  • Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, subcontractor portal, etc.
  • Streamline processes and implement best practices to optimize operational efficiency; continuously identify areas for improvement and implement solutions
  • Participate in and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc.
  • Direct Vision workflow to process/produce and archive reporter files, transcripts, exhibits and specialty files; ensure quality control at every stage
  • Ensure orders and products are processed accurately, timely, confidentially and in accordance with all federal and provincial regulations while adhering to all standing orders, subcontractor notes and Vision notes
  • Ensure all orders are finalized and disable invalid orders in Vision
  • Support the acquisition of new companies
Client and Subcontractor Relationship Management:
  • Develop and nurture relationships with key clients and subcontractors; understand their needs, provide strategic guidance on Veritext solutions and ensure their expectations are met or exceeded
  • Implement initiatives to enhance client and subcontractor retention rates and increase NPS score; address client concerns promptly and effectively
  • Collaborate with senior management to develop client service strategies aligned with overall company goals; continuously improve service delivery processes
  • Ensure that subcontractor instructions/notes regarding transcripts are adhered to; reconcile inconsistencies with office knowledge and Vision
  • Resolves issues and escalate as needed to ensure prompt and accurate resolution; assist clients in various requests
  • Promote subcontractor portal use and be completely knowledgeable of all features in order to provide top-notch support
Team Leadership and Performance Monitoring:
  • Directly manage a team of professionals providing leadership, guidance, and mentorship; foster a collaborative, inclusive and positive team environment
  • Set clear performance objectives for the team and monitor progress; provide regular feedback and conduct performance evaluations
  • Monitor key performance indicators (KPIs) related to Client Services and Litigation Support/Production team performance; analyze data to identify areas for improvement and implement solutions
  • Oversee time and attendance approval in a timely manner; ensure accuracy of hours worked, adherence to company policies, and compliance with labour laws
  • Ensure resources are allocated effectively to maximize productivity while meeting budget
Requirements:
  • Bachelor's degree in related field
  • 7-10 years of related experience
  • Proven track record of successfully managing relationships and the ability to lead and manage a successful team
  • Proficiency in MS Office, relevant software packages and applications required
  • Strong strategic thinking, problem-solving and interpersonal skills with a passion for providing excellent customer service
  • Must possess excellent written and verbal communication skills with the ability to respond to client and subcontractor requests promptly and accurately; expert in escalated call handling
  • Must be detail oriented, organized and be able to thrive in a fast-paced, dynamic environment
  • Ability to analyze workflow and make changes to meet client needs
Benefits:
  • Competitive compensation and total rewards package
  • Extended health coverage that includes medical, dental and vision benefits
  • Hybrid work structure (2 or more days in office depending on business needs)
  • Paid Time Off
  • 3 personal/float days
  • Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
  • Matched RRSP to help you save for your future
  • Learning and development opportunities to advance both personally and professionally
  • Veritext Summer Camp – a fun-filled culture building and learning experience
  • Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more

Veritext is committed to cultivating a vibrant community based on collaboration, innovation, creativity and belonging where every individual, regardless of background, identity, or experience, feels valued, respected, and empowered. At Veritext, these differing perspectives are not only accepted but celebrated. We embrace diversity, equity and inclusion and aim to employ qualified individuals of the greatest ability without discriminating based on race, color, religion, national origin, age, sex, physical or mental disability, medical condition (including pregnancy), gender identity or expression, sexual orientation, marital status, veteran status, or any other legally protected group status. Simultaneously, our dedication to sustainability, transparency, responsible environmental stewardship, and meaningful social engagement aims to create long-term value for our employees, clients, partners, and communities while contributing to a more resilient and equitable future.

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