Job Description
The internal job title for this role is Global Business Support Manager.
The ideal start date will be around mid-October 2023.
The Role
The Global Business Support (GBS) function provides assistance to the firm's offices through its teams, including Document Production, Service Centre, Design, Graphics, Executive Assistant Hub and Digital Marketing.
As the GBS Manager, you will manage multiple streams, with the core being the Document Production (DP) day shift team. The DP team operates on a 24/7 basis, providing a first-class professional document production service globally, primarily to partners and fee earners.
You will co-lead with the GBS DP Manager in working efficiently with the GSSC Delhi, Hyderabad and Warsaw teams, to ensure the service is seamless in its delivery.
In addition, you will manage a team of GBS Team Assistants for Business Professionals.
Who you will work with
You will work closely with the Practice Area Service Centre Managers and the GBS EA Hub Manager to ensure service is seamless in its delivery.
You will also work with:
- All members of the GBS teams.
- For London, you will work with key stakeholders and users across all Practice Areas and Business Professional functions.
- Globally, you will work with the Head of Global Business Support (HGBS), and with key stakeholders and users.
- For Business Professional Teams, you will work with Mail Room, Print Room, IT, Finance and HR.
What you will be responsible for
You will be responsible for ensuring that all team members provide a professional service to global offices. Primarily this service will be "day hours", working closely with the other GBS DP Manager and the HGBS having full understanding of the service.
What you will do
DP Operational Management
- Monitor and manage workflow, deadlines and quality output.
- Liaise daily with DP London, Delhi, Hyderabad and Warsaw to ensure full management handover of shift, highlighting any issues, exceptions or comments on the operation.
- Maintain direct contact with client liaison specialists during the shift; monitoring and managing productivity of the team.
- Identify the source of problem jobs and address training needs.
- Implement and ensure compliance with all departmental policies and procedures.
- Effectively use management information systems to manage the team in terms of quality, productivity, and performance.
- Ensure all UK, India and Warsaw team members are utilising the workflow tool (Elevate).
Global Business Support Operational Management
GBS Management
- Across all work streams, provide significant contribution to management information; interpreting and understanding the data, enabling short and long term decisions to be presented/actioned for improving efficiencies.
People and Performance Management
- Line management, performance management and career development for all direct reports; coach and develop to maximise their potential.
- Succession planning for direct reports.
- Manage the overall effectiveness of the team's performance.
- Facilitate the sharing of knowledge and leading-edge concepts, as appropriate.
- Assess salary and bonus review decisions for GBS teams, ensuring appropriate ratings and reward decisions are made against the competency expectations. Feed into the Head of Global Business Support and moderate with Delhi, Hyderabad and Warsaw to ensure consistency and fairness.
- Monitor and approve holiday, absence and overtime requests taking into account business needs and oversight of GBS/DP resources and cost implications. Working with HGBS as required.
- Manage sickness absence and return-to-work discussions within the team and management of team capability issues, such as ER and Occupational Health and well-being matters, with support from the HR Business Partner team.
Client Relationships
- Build and develop relationships with key Practice Area contacts, to ensure that any staff or document issues are dealt with proactively and efficiently.
- Build and develop relationships with other key teams, such as Mail Room, Print Room, IT, Finance and HR.
- Build and develop relationships with key stakeholders in the global offices.
Finance
- Across all streams, oversee overtime and similar cost related matters, and contribute to recommendation within areas of cost improvements/savings.
Recruitment
- Across UK, India and Warsaw, recruit and develop team members of the highest quality; ensure all new team members are inducted into site and role and provided with the relevant buddying system.
Projects
- Support GHBS and be a representative in Business continuity, incident management and H&S for GBS (London).
- Work with Best Delivery on current and future projects, enlisting assistance from the GBS team as required.
- Contribute significantly to the growth and expansion of GBS.
- Provide HGBS with information and understanding of the latest AI and the impact to GBS.
- Champion service excellence and the Code of Conduct.
Qualifications
Your experience
Skills
- You will have strong stakeholder management skills.
- You will have flexible and effective communication skills, both verbal and written.
- You will have a proven ability to influence at all levels.
Experience
- You will have experience of managing a large team in a professional services environment, with a focus on service delivery. Offshore experience is highly desirable but not essential.
- Ideally, you will have solid experience of the full management process to include performance review and performance management.
Knowledge
- You will have a solid understanding of analytical data with the ability to clearly articulate and present findings.
- You will have a thorough working knowledge of Word, PowerPoint, Excel and Outlook as well as Document Production computerised systems (intermediate or above).
How we will support you
From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.
Company Description
Who we are
We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.
Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.
You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.
Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet
Hybrid Working
Due to the nature of this role, office attendance is required for more than our 'balanced' hybrid working policy. The expectation for this role is to be working in the office for a minimum of 80% of your time. Please see our careers site for further information on our working environment.
Additional Information
Equal opportunities statement
At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.
We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.
We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.
Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.
Find out more about our inclusive culture here.
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