Job DescriptionSchedule: Monday - Friday, 9:00am - 6:00pmThe Records Supervisor is an independent leader, helping manage day-to-day people, operations and client needs across single or multiple service offerings. The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members' growth and development.
Job duties(* denotes an "essential function")
- *Supervise the team's day-to-day work assignments in records services, including but not limited to physical and/or electronic records management, records maintenance, matter mobility, information governance; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
- *Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
- *Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
- *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
- *Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
- *Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
- *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
- *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
- Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
- May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
- Have a strong knowledge of the client's businesses and the impact of our services
- Foster cross-training and a sense of team work to optimize client service delivery
- May train more junior staff members, as needed
- May liaise with external vendors for records services
Qualifications- A Bachelor's degree or equivalent experience is required
- 2+ years' experience supervising, preferably in a legal, banking or other large corporate environment preferred
- 3+ years' experience in legal records services, records management or information governance preferred
- Advanced knowledge of MS Office with aptitude in records terminology (terms of media, category, standard title, alpha-numeric filing formats, etc.), records management, information governance, and records software/database systems
- Strong in records management, information governance, matter mobility and retention procedures in physical, virtual, or electronic records environment
- Use of manager self-service systems and experience with centralized HR functions preferred
- Basic financial understanding of how day-to-day decisions impact P&L
- Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
- Excellent client service skills with a service-minded approach toward the client
- Able to make independent decisions that conform to business needs and policy
- Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines
- Exceptional communication skills, both written and verbal
- Must be able to interact effectively with multi-functional and diverse backgrounds
- Must be self-motivated with positive can-do attitude
- Able to handle sensitive and/or confidential documents and information
Additional InformationRRD's current salary range for this role is $74000 to $115500 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.
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