Service Manager

Introduction

Are you tired of the working "normal" jobs? Would you like to learn a new skill? Are you ready to collaborate with industry experts in the field and make a difference? If you answered yes to any of these, your future may lie below.

While upholding department and company policies, the Service Manager role is responsible for meeting or exceeding performance goals by providing guidance, mentoring, and training to their team. This includes working with other teams to establish process links and best practices. Responsibilities include establishing and refining processes and measurements, managing daily workflow, serving as the point of escalation and resolution of issues, training, scheduling, and ensuring office and teams are adequately staffed.

The role also validates that work is completed in a compliant manner while maintaining a robust quality assurance program.

• Manage daily workflow to performance goals.
• Understand and meet customer expectations, ensure quality customer service.
• Maintain high motivation in team members to focus on delivering the highest levels of client satisfaction.
• Provide guidance, mentoring and training to the team.
• Serve as point of escalation and resolution for complex files.
• Ensure new hire training is provided, and ongoing training is conducted.
• Provide mentoring and guidance to associates on 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 to ensure work is completed within established turnaround times and while meeting all quality and compliance standards.
• Support management of vendors and customers.
• Participate in 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 align with company practices.
• Maintain employee confidentiality at all times, sharing only on a need-to-know basis.
• Perform other duties as assigned.

• Minimum 3 years in a management role and/or demonstrated Pro Vest work experience equivalent.
• Experience with in the 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, and quality improvements through effective project management and use of technology.

Due to the nature of the Pro Vest, 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.

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.