Service Manager

Position Summary:

While upholding department and company policies, the Service Manager role is meet or exceed performance goals by providing guidance, mentoring and training to their team. This includes working with other teams to establish process links and best practices. The responsibilities include establishing and refining processes and measurements, managing daily workflow, point of escalation for and resolution of issues, training, scheduling and ensuring office and teams are adequately staffed.  Validation that work is completed in a compliant manner along with maintaining a robust quality assurance program. 

Essential Duties and Responsibilities:

• Manage daily workflow to performance goals,
• Understand and meet customer expectations, ensure quality customer service,
• Ability to maintain high degree of motivation in team members to retain focus of providing highest levels of client satisfaction,
• Provide guidance, mentoring and training to team,
• Serve as point of escalation and resolution for complex files,
• Responsible to ensure new hire training is provided, and ongoing training,
• Provide mentoring and guidance to associates daily work,
• Collaborate with other managers to establish and implement best practices,
• Work with other managers to establish input and output requirements/processes to ensure success of other areas,
• Develop, implement and monitor quality assurance checks within respective areas of responsibility to ensure work is completed within established turnaround times and while meeting all quality and compliance standards,
• Support management of Vendors & customers.
• Participate/support in management of HR administration duties including interviewing, hiring, coaching, counseling, performance appraisals, and disciplinary actions for staff in accordance with guidelines and as directed by Corporate Human Resources,
• Partner with management in maintaining a consistent, fair approach on matters related to team coaching and development management and ensure personnel administrative processes are aligned with company practices (e.g. creation and delivery of annual and interim performance evaluations, appropriately manage identified development opportunities and corrective action, payroll changes and accounting for PTO and vacation time),
• Maintain employee confidentiality at all times, sharing only on a need-to-know basis,
• Perform other duties as assigned.

Minimum Qualifications (Education, Experience, Skills):

• Minimum 3 years in management role and/or demonstrated ProVest work experience equivalent,
• Experience within legal services industry preferred,
• Knowledge of Rules of Civil Procedure preferred,
• In depth knowledge of Service of Process requirements preferred,
• Effective written and verbal communication skills,
• Proven ability to lead and motivate teams,
• Ability to function effectively in a fast paced, changing environment,
• Highly proficient skills with Microsoft Office Suite,
• Proven ability to define and implement process improvements that create efficiencies, expense savings, quality improvements through effective project management and use of technology.

Attendance Requirements:

Due to the nature of the ProVest, LLC’s needs, regular and reliable attendance is required. Individuals must be able to work at least a 40-hour work week, Monday through Friday, and be available as situations arise requiring extended hours.

Physical, Mental & Sensory Requirements:

The physical demands described below must be met and successfully performed by the employee to complete the essential functions of the job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.