Contract Negotiator - Legal Process Outsourcing

We are looking for a candidate with at least 11 to 12 years experience collaborating across the ecosystem, with training, quality, automation, HR, and recruitment; and has deep knowledge of, and ideas around career pathing and career development for a legal process outsourcing team is a strong advantage

Key Result Areas:

- Hands on experience in determining metrics to be reported out, the methods to collect and report out metrics, and daily metrics and SLA management in an LPO required Collaborates with client almost daily to ensure delivery of services and achievement of daily goals

- Take proactive steps to ensure service measures are on track with the Service Level Agreement (SLA)

- Ensure extremely high quality of communication (email, chat, phone interactions) and client engagement by all team members

- Ensure team is continually motivated, learning and improving

- Provide performance feedback and career guidance to all team members.

- Guide and assist in speedy resolution of process & people escalations appropriately.

- Provide automation and process improvement guidance and drive initiatives to improve productivity and reduce errors and such

- Ensure morale of teams is always high, through active engagement

- Assist in effective execution of scaling up: recruitment, training, etc.

Skills Requirements

- Team management- Manage Team Leads managing respective teams and ensure all performance requirements are met

- Client facing experience-Governance/QA Experience/Issue resolution/Improvement

- Should be willing to stretch during the initial stages of a project and motivate teams to do the same

- Multiple stakeholder management-Client

- Understand and implement organization/process/automation initiatives

- Team engagement

- Conflict resolution

Previous Experience

14+ years of experience encompassing the following:

- Experience in metric driven rigorous process for an operations service, preferably in the digital content domain

- Experience/Knowledge in Ads and Content review

- Exposure to a digital ecosystem

- Managed 80 - 100 people in the previous role

- Possess excellent analytical skills and team player skills

- Familiar in a client facing activities

- At least 8 years of team management experience

- Experience in handling large scale projects