Presentations Workflow Supervisor

6 months ago

London, United Kingdom Williams Lea Full time

Presentations Workflow Coordinator

Job title: Presentations Workflow Coordinator

**Salary**: £39,000 per annum

Location: Merrill Lynch Financial Centre, 2 King Edward Street, London EC1A 1HQ

Contract: 12 month fixed term contract, full time

Hours: 37.5 hours per week

Shifts: Monday through Friday 08:00-16:00

Break details: 30-minute lunch, unpaid

Work model: Fully onsite

Williams Lea seeks a Presentations Workflow Coordinator to join our team

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for

Purpose of the role

The role requires the individual to split the resource between Team leader support and Workflow Coordination. The role will involve working as part of our workflow team who receive the work through our work portal. You will be liaising closely with clients and operational teams in Leeds, India and regional

counterparts to effectively manage the workflow during peak volume submissions, taking job specifications ensuring a thorough pre-flight of the request taking a consultative approach and treating each request uniquely, ensuring accurate billing information is captured and passing the work to the

teams.

Key Responsibilities

Whilst maintaining front desk activities, duties will include (but not restricted to):
Workflow responsibilities
- Management of requests through the Portal
- Manage submission of work from clients ensuring all relevant information is captured and submitted for each request
- Advising/consulting clients on best practice for mark-up submission
- Treating each request as unique
- To act as a key client point of contact
- Estimating production times through a thorough pre-flight, agreeing deadlines and overall, Symphony and workflow management and ensuring that all instructions are clear and documented in the work ticket
- Clarifying any job-related queries before delivery to the operational team
- Carefully following the process for off-shoring work to India and ensuring the monthly offshore target is met
- Carefully following the process for near-shoring work to Leeds and ensuring the monthly targets are met
- Proactive management of all deadlines for London, Leeds and India. Obtaining regular updates from Operators (London and Leeds) and Workflow (India) regarding document progress
- To build professional and working relationship with all clients and colleagues to promote a strong working team
- Renegotiating deadlines. Ensuring the client is communicated to at an appropriate level and frequency
- Handling all queries relating to documents from clients and Operators. Offering clients solutions to problems
- Services and requirements to conform to the Service Line Agreement (SLA) for this account
- To liaise directly with Operators, other Workflow Coordinators and Shift Managers on a regular basis to give updates on workflow, deadlines, issues and full handovers so that the client’s requirements can be effectively managed across shifts
- Maintain a productive working atmosphere, which promotes teamwork, service excellence and commitment to daily production and contractual targets

Supervisory responsibilities
- Management of annual leave requests through WorkDay and ensuring the relevant spreadsheets are accurately updated
- Support in managing sickness absence with investigation reports
- Ensure accurate workflow tracker updates
- Complaint and rework investigations working with the Senior Op/Team Leaders in and near shore to provide feedback to the client and the operators general tasks
- You will be predominantly required to work on the workflow desk and will be c.20% utilised in Supervisory activities
- Providing feedback on team’s operational performance to Shift Manager
- Escalating operational training requirements to Shift Manager/Senior Operator for inclusion in personal development plans
- Discussing operational concerns with your Shift Manager to enable them to formally resolve
- Building strong relationships with the Regional teams. Ensuring daily communication with the off/near shore teams to determine any issues and agreeing resolutions
- In absence of Shift Manager, manage and escalate any serious or notable issues to incoming Shift Manager or Operations Manager
- Provide shift updates upon Shift Managers return from leave
- In absence of a Shift Manager or Manager, ensure all sickness calls and leave requests are recorded immediately
- To follow departmental procedures as required
- Keep the front desk area tidy and clean at all times
- Undertake any ad-hoc duties as requested by Shift Manager or Management Personal attributes
- Estimate DTP and Graphics requests and trouble shoot any potential issues prior to production

Key Skills
- Customer focus must be at the heart of everything you do
- A friendly and helpful approach with both

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