• Supervise financial support services employees to 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 • 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 • Ensure that billing workloads are appropriately weighted and balanced • Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development, planning for key roles, and off-boarding management • Identify areas for additional training to ensure that skill levels are uniformly excellent across the group • Monitor client inventory balances assigned to team members based upon job specifications; ensures timely billing of unbilled balances and consistent follow-up on accounts receivable • Ensure that team members follow established workflow process for both, unbilled and accounts receivable balances from proforma creation through invoice collection, including necessary reviews and approvals • Serve as initial point of contact and aid team members with daily questions and concerns • 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 • Ensures consistent and regular communication with law firm around aged balances and identifies and elevates problem accounts to management • Maintain a thorough knowledge of client billing and payment terms, discount arrangements, lawyer and client preferences • 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 • Ensure E-Billed invoices are transferred to the e-billing vendor in a timely fashion • Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary • Work with manager to create development plans and challenging assignments for team members • 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 • 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 teamwork to optimize client service delivery