Operations Specialist

Location: Latham

Job Type

Part-time

Description

About the Operations Specialist Role

The VFL Operations Specialist plays a critical role in supporting the day-to-day operations of the VFL Team. This essential role provides operational support which enables the BST VFL Team to maximize production and deliver exceptional client experience. The Operations Specialist requires a highly organized, detail-oriented individual with excellent communication skills to collaborate with both internal teams and with external clients to streamline processes, improve service delivery, and drive overall line of business performance.

This is a part-time, on-site position requiring 25 hours per week over five days at the BST office.

Essential Functions:

- Develop close relationships with the VFL team to consistently maintain a clear understanding of what success looks like.

- Take ownership and anticipate the day-to-day needs of the team, ensure a productive and successful team environment.

- Proactively resolve time-sensitive issues, demonstrating excellent judgment and problem-solving skills.

In this role, you will:

• Work collaboratively with VFL Operations Assistant and cross-functional operations team

• Manage day-to-day operations of the line of business focusing on team and firm goals

• Participate in line of business meetings and complete meeting minutes

• Manage, create, schedule and execute new employee onboarding training in collaboration with Talent & Culture

• Oversee and execute learning and development process for the line of business

• Monitor time entry for department

• Monitor tri-annual check-in process for VFL team members

• Oversee department billing and A/R collections, including issuance of monthly statements and correspondence

• Collaborate with Marketing to update and maintain client contact databases, coordinate regular campaigns and strategies and ensure the team is prepared for various events

• Work with Marketing to deliver annual holiday cards, holiday gifts and additional communications to referral sources

• Collaborate with the Business Office to update line of business rate charts

• Create and manage the line of business annual calendar; schedule meetings and manage logistics

• Provide management and oversight of administrative tasks including:

- New client onboarding processes, data entry, follow-up, and issue resolution

- Ensuring the integrity and accuracy of client data within the firm's database

- Preparing and distributing progress reports and management of billing information

- Drafting client correspondence, contracts, memos, and spreadsheets

• Actively communicate and track the status of cases

• Oversee and manage VFL's workflow to ensure on-time client deliverables

• Manage dashboards to monitor and enhance client experience

• Assign staff to engagements with assistance from engagement Partner as needed

• Leverage team members to gather information, generate requests, research and issue resolution

• Prepare documents including reports, presentations, correspondence, meeting agendas, supporting documents, meeting notes, etc.

• Manage the flow of electronic information to assigned team members

• Develop, analyze and implement process improvements to streamline activities, support client acquisition, and drive operational efficiency

• Identify issues (determine if systemic), provide solutions, and escalate if appropriate

• Work with leadership team to implement line of business initiatives and manage or implement projects

• Assist in the planning and execution of operational projects, ensuring timely completion within budget

• Build and maintain effective working relationships with clients, attorneys, team members and other stakeholders

• Serve as a point of contact for clients regarding operational inquiries and support

• Provide occasional backup support for Operations Assistant responsibilities during absences

To be successful in this role, you will bring with you:

• Associates/Bachelor's degree or equivalent practical experience

• A minimum of 5 years' operational/administrative support or related role

• Experience in the professional services industry preferred

• Proficiency in project management tools and software preferred

•…