Baker McKenzie

Role purpose

To handle job requests such as intermediate to complex word processing, voice file transcription, and other requests. The role-holder may also be assigned to special/strategic projects, including pilot programs for new services.

Regularly, the role-holder is expected to uphold the department’s quality and efficiency standards by consistently producing one-pass work with zero to minimal quality checks. They can be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.

Main responsibilities

Operations

• Accomplish intermediate to complex assignments, following established quality standards, in an accurate and efficient manner
• Expected to consistently produce one-pass work regardless of complexity and challenges according to established quality and efficiency standards
• Assigned to peer review (pre-audits) the output of any DS coordinator based on their tenure and output complexity
• Effective account management skills
• l discussions and agreements with clients in writing.
• Report to the Supervisor all issues that may interfere with service delivery
• Forward client feedback to the Supervisor
• Well-versed in all Department Service Lines
• Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction
• Implement all company policies, rules, and regulations
• Maintain confidentiality of Firm and client information
• Ensure that all other tasks assigned by Management are properly attended to
• Perform other tasks assigned by the Supervisors or Manager

Project management

• Help execute all project requirements according to service delivery standards
• Develop and applies subject matter expertise
• Exhibit good client care skills and leadership potential at every opportunity
• Coordinate with Project Managers on updates and issue resolution strategies

Brand Support

• Advise, encourage, and facilitate client adoption of firm brand standards and templates
• Create visually engaging documents and presentation materials using MS Word and PowerPoint templates
• Ensure accurate and timely output delivery by adhering to established quality and Firm brand standards
• Alert clients to potential problems/issues ahead of time and offers possible solutions or alternative approaches

Client Care

• Build good working relationships with clients and handles their concerns promptly and professionally, in keeping with client service principles
• In case of an escalation or complaint, send an acknowledgment email, collate facts, prepare an incident report within the agreed timelines, and provide a recommendation to prevent the problem from recurring
• Confirm all discussions and agreements with clients in writing

Technical skills, qualifications, and experience

• Relevant experience in a similar field and involvement in a similar function
• Bachelor’s degree with good academic standing
• Keen analytical skills and ability to determine client needs
• Excellent English written and verbal communications skills
• Able to make sound and accurate decisions and judgment calls
• Effective leadership and communication skills
• Highly organized and able to prioritize tasks 
• Advanced skills in MS Word, Excel, and PowerPoint
• Flexible and willing to work any shift, including graveyard 
• Aptitude for learning new technologies and processes
• Highly organized and detail-oriented
• Strong commitment to outstanding client service
• Exceptional work ethic, personal and professional integrity
• Able to establish and maintain effective working relationships; a team player
• Able to collaborate and communicate effectively with people from different cultures and various levels of the organization

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us.  We are committed to ensuring an inclusive and accessible experience for all candidates.