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Sr. Director, Operations
Ontrack
posted 5d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The position will lead the operations of the Company to ensure the delivery of exceptional, timely and high-quality services. Be an active member of the KLDiscovery India management team. Development of processes and procedures within the company to focus on continuous improvement.
On-site opportunity.
Responsibilities
- Manage the region s operations delivery to ensure high quality, best in class service to clients.
- Support the global KLDiscovery team on establishing technical and client service teams (PM, TechQ, Operations).
- Design, prepare, implement, and maintain technical and client services best practices and procedures in collaboration with others in the technical and client services departments, and across the group.
- Work with other departments to create, modify or enhance solutions to client, departmental and company needs ensuring all three perspectives are represented and balanced.
- Manage KLDiscovery offshore bibliographic coding and unitization operations.
- Manage KLDiscovery offshore managed review business that is fully integrated with the existing managed review business.
- Manage KLDiscovery contract management solutions.
- Collaborate as required to resolve escalated matters to ensure continuous customer satisfaction.
- Attend internal and external meetings in India and provide expert knowledge to support overall business strategy.
- Implement systems, processes and protocols that complement and enhance the efficient functioning of the team.
- Through team, ensure that key performance data is available to senior management to enable effective monitoring, accurate job status reporting and responsive resource planning.
- Manage personnel including assessing, mentoring, coaching, developing and disciplining in line with services standards, best practices, procedures, priorities and schedules.
Qualifications
- Proven track record of success and extensive experience in the delivery of managed legal solutions or eDiscovery.
- Proven experience of leading the operations of a customer-orientated managed level services team.
- Significant operational experience which has included leading an offshore service delivery team that supports a revenue-generating service.
- Demonstrated success in defining, tracking and communicating internal and business focused metrics.
- Experience of coaching, developing and mentoring direct reports and ensuring processes are in place to develop team members.
- Ability to continuously improve service levels.
- Excellent communication skills, both written and oral.
- Expert problem solving and problem management skills.
- Strong organisational and time management skills; strong prioritization ability.
- Results-oriented with an ability to be independent, motivated and proactive and to work with limited supervision.
Our Cultural Values
- Humble - No one is above another; we all work together to meet our clients needs and we acknowledge our own weaknesses
- Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
- Smart - We use emotional intelligence when working with one another and with clients
Employment Type: Full Time, Permanent
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based on 1 employee
Flexible timing
Monday to Friday
No travel
Ontrack Benefits
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