Sr Associate - Operations

About Us

UnitedLex (erstwhile iRunway India Pvt Ltd) is a data and professional services company delivering outcomes that create value and competitive advantage for legal and the business. Our business is anchored by a passion for innovation brought to life by a global community of diverse individuals determined to deliver on the promise of data mastery, legal acumen, and human ingenuity

Sr. Associate

Overall, Team Purpose:

Provide the client with contracting request intake, triage and query resolution followed by documentation of all queries and their responses that are whetted and approved in the Knowledge repository provided by the Client and/or UnitedLexs platform Vantage. The employees in these teams will be required to provide day to day administration and services of contract request management and support services across client industries (Consumer Healthcare, R&D, Clinical, etc.).

Team members across the hierarchy of the team will be expected to be client focused, have strong communication skills, and the ability to while work in a collaborative team environment both with internal team members and clients. The ability to build strong relationships will be expected. Team members should be able to work independently yet be able to seek advice and support from peers and senior team members and Domain Specialists when needed.

Key Responsibilities:

• Manage daily volumes and ensure all tasks are completed as per SLA.
• Manage open and unresolved tasks under individual ownership.
• Discover workflow inefficiencies and suggest solutions to improve operations.
• Drive cross skilling across teams to other work types.
• Conduct Quality checking (QC) of daily tasks and Quality Assurance of the team.
• Generate and manage daily/weekly accuracy and productivity reports and trackers.
• Accept, acknowledge, and triage customer requests as per dedicated process guidelines.
• Analyze customer requests for content, validity, and urgency.
• Interface with multiple functional areas to investigate cases and acquire information.
• Accurate review and entry of required data points.
• File and record responses as per process guidelines in a timely and accurate manner within systems provided for the same.
• Respond to customer requests promptly within specified timelines and proactively communicate with customers regarding their requests.
• Identify and escalate emergency requests, as needed.
• Clarify request information, issues, and inquiries.
• Train new team members and lead and consistently update knowledge management portal.

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