Document Production Lead

Company Description

Williams Lea by RRD is a global business support services company with a strong legacy‑over 200 years of experience delivering world‑class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We're a people‑powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it's supporting law firms with critical document production or helping financial institutions manage high‑volume print and digital communications, we're the behind‑the‑scenes team making everything run smoothly.

The Lead Document Production Associate delivers exceptional customer service to our clients by providing timely and accurate document production and has advanced ability to troubleshoot problems with software/hardware programs and provide instruction/training to others in the department. The role is responsible for the day‑to‑day production of work for a shift or site.

• Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester. Seeks alternate solutions to deadline requests, as needed.
• Uses advanced knowledge to complete complex and/or advanced work requests; assists with all work requests, as needed.
• Responsible for production of work in terms of the consistency, accuracy, and quality of delivery. Focuses on individual accountability of team members and alternative planning, as needed.
• Exemplifies proper professional expectations for team members when dealing with client requesters and client work requests.
• Responds to customer inquiries and complaints in a timely and professional manner.
• Assists the Supervisor or Manager in implementation of administrative and/or other procedures or systems.
• Communicates regularly with the Supervisor or Manager on issues affecting capacity, response time, and/or technical issues relating to work requests.
• Maintains team's adherence to company policies (conduct, attire, performance, attendance).
• Ensures focus and coordination is present on and between shifts in the production of deliverables to the client in order to meet or exceed the client's expectations for quality, timeliness and service.
• Helps to foster a proactive environment of continuous service enhancement and relationship building with the client; encourages staff to bring forward ideas to help service quality and/or productivity.
• Trains more junior staff members, as needed.
• Works collaboratively, ensuring lines of communication remain open and flexible, within and across team members.
• Actively facilitates regular production and staff meetings.
• Contributes to and attends individual team member meetings with the Supervisor or Manager for performance management (reviews, warnings, feedback).
• Recommends individual development goals, training, etc. to Supervisor or Manager to enhance team skill levels.
• Monitors and encourages achievement of team members' training, performance, and development plans.
• Implements new and/or revises existing procedures, as needed, to meet client needs and improve productivity/utilization.

• Bachelor's degree or equivalent with years of experience able to substitute.
• Minimum of 6 years prior office experience, word processing or document production experience.
• Expert knowledge of Microsoft Office suite.
• MS Office (Word, Excel, PowerPoint) certification desired.
• Experience with tape and/or audio file transcription desired.
• Expert software application troubleshooting skills.
• Expert knowledge of and requisite computer skills for the firm‑supported software; proficiency in using department‑specific equipment/technology/software and hardware as necessary to perform job functions and related applications.
• Software packages may be subject to change, based on work environment. Must have ability/desire to learn new software packages.
• Supervis…