Workflow Client Specialist Day Shift FULLY REMOTE

We are currently recruiting for a Workflow Client Specialist for the day shift (08:00-16:00) Monday to Friday please only apply if you can work this shift. This is a full time position 5 days per week not freelance. Due to the nature of this role it is recognised that it can be performed mostly remotely with the expectation of coming into the Newcastle office as business needs require.

The role

The purpose of this role is to take responsibility for the co-ordination & supervision of workflow for GBS DP teams in London Delhi Hyderabad and Newcastle for the provision of a 24-7 Global service.

Responsibilities include leading and delivering on ensuring workflow is efficient and accurate championing quality and consistency. Provide first level support where hours permit. Accurate input and administration of the workflow tool Elevate. Ensuring all relevant information is accurately logged and maintained. Estimations deadline management and document security. Provide the first level support for all client and team queries during this time in relation to all work and workflow related issues escalating to the GBS Management team as required.

Key responsibilities

Workflow & Administration

• Role to be performed in conjunction with Workflow Specialists in all GBS locations.

• Operational co-ordination and supervision of Workflow and utilising Workflow Application (Elevate).

• Working seamlessly with the Firms document management system iManage for document retrieval and return to system.

• Leading with the management of Estimating Deadlines Capacity planning and Allocating to Document Production Specialists.

• Ensure best practice guidelines are followed at all times.

• Liaise with all relevant departments:

  • London
  • Newcastle
  • Delhi
  • Hyderabad
  • Virtual Assistant Teams (inc. EAs TAs both in London and India)

• Agree deadlines and lead on Comms direct with clients together with updating Workflow Application with all relevant information to each Request.

• Manage and lead on comms via Outlook email inboxes and folder structures.

• Actively support DPS team by contributing to the completion of tasks/jobs where required.

• Applying software knowledge to all tasks and troubleshooting across GBS.

• Ensure GBS Tracker and any shift handovers are detailed and accurate including all WIP information.

Client Services

• Deliver exceptional customer service
• Leading as first point of contact on client communications (queries logging jobs and projects/work monitoring progress of projects/work).
• Understanding of work and projects to ensure accurate prioritisation and judgement where applicable.
• Ensuring all communications are efficient timely and accurate across GBS.
• Actively collaborate and maintain working relationships with other service centres (e.g. Design VAs and Print Services)
• Capture of critical management information relating to all work which passes through GBS using the Workflow Application.
• Co-ordination of GLB Exceptional Access/SPM requests.
• Leading with on effective and regular co-ordination to ensure workflow and prioritisation is accurate including QCing across all GBS Hubs.
• Efficiently capture information within Elevate GBS Tracker and any other ad hoc spreadsheets/databases.

Teamwork

• Establish and maintain effective communication with all colleagues across GBS.
• Visit India at least once during an 18 month period.
• Undertake ad hoc duties as requested by the GBS Managers.
• Applying relevant software knowledge to all tasks.

Qualifications :

Your experience

• High level customer focus.
• Ability to prioritise under pressure and manage deadlines.
• Ability to work as part of a team but also in a silo capacity.
• Excellent communication and interpersonal skills.
• Proven experience in a Workflow role preferably a DP environment.
• Possess a critical eye in terms of accuracy.
• Up-to-date experience of Microsoft Suite eg:
  Word PowerPoint and Excel to MS Office 365 Associate level.
• A degree of flexibility is required.
• Excellent written English and proofing skills.

Firms competencies are as follows
:

Analytical Thought and Problem Solving

The ability to gather and analyse information utilising the results of that analysis to make effective decisions and find innovative solutions.

Communicating and…