Workflow Client Specialist - Evening Shift - Remote

We are currently recruiting for a Workflow Client Specialist for the evening shift 16.00-00.00 Monday to Friday, please only apply if you can work this shift. This is a full time position 5 days per week, not freelance. Due to the nature of this role, it is recognised that it can be performed mostly remotely with the expectation of coming into the Newcastle office as business needs require.

The role

The purpose of this role is to take responsibility for the co-ordination & supervision of workflow for Global Business Support 'GBS' Document Production 'DP' teams in London, Delhi, Hyderabad and Newcastle for the provision of a 24x7 Global service.

Responsibilities include leading and delivering on ensuring workflow is efficient and accurate, championing quality and consistency. Provide first level support where hours permit. Accurate input and administration of the workflow tool, Elevate.  Ensuring all relevant information is accurately logged and maintained. Estimations, deadline management and document security.  Provide the first level support for all client and team queries during this time in relation to all work and workflow related issues, escalating to the GBS Management team as required.

What you will be responsible for

Workflow & Administration

• Role to be performed in conjunction with Workflow Client Specialists in all GBS locations.

• Operational co-ordination and supervision of Workflow and utilising Workflow Application (Elevate).

• Working seamlessly with the Firm's document management system, iManage, for document retrieval and return to system.

• Leading with the management of Estimating, Deadlines, Capacity planning and Allocating to Document Production Specialists.

• Ensure "best practice" guidelines are followed at all times.

• Liaise with all relevant offices/ colleagues:

  • London
  • Newcastle
  • Delhi
  • Hyderabad
  • Virtual Assistant Teams (inc. EA's TA's both in London and India)

• Agree deadlines and lead on Comms direct with clients, together with updating Workflow Application with all relevant information to each Request.

• Manage and lead on comms via Outlook email inboxes and folder structures.

• Actively support DPS team by contributing to the completion of tasks/jobs where required.

• Applying software knowledge to all tasks and troubleshooting across GBS.

• Ensure GBS Tracker and any shift handovers are detailed and accurate including all WIP information.

What you will do

Client Services

• Deliver exceptional customer service.
• Leading as first point of contact on client communications (queries, logging jobs and projects/work, monitoring progress of projects/work). 
• Understanding of work and projects to ensure accurate prioritisation and judgement, where applicable.
• Ensuring all communications are efficient, timely and accurate across GBS.
• Actively collaborate and maintain working relationships with other service centres (e.g., Design, VAs and Print Services).
• Capture of critical management information relating to all work which passes through GBS, using the Workflow Application.
• Co-ordination of GLB Exceptional Access/SPM requests.
• Leading with on effective and regular co-ordination, to ensure workflow and prioritisation is accurate, including quality control across all GBS Hubs.
• Efficiently capture information within Elevate, GBS Tracker and any other ad hoc spreadsheets/databases.

Teamwork

• Establish and maintain effective communication with all colleagues across GBS.
• Visit India – at least once during an 18 month period.
• Undertake ad hoc duties as requested by the GBS Managers.
• Applying relevant software knowledge to all tasks.