Responsibilities
- Oversee and coordinate workflow operations for global Document Production teams across London, Delhi, Hyderabad, and Newcastle to support round-the-clock service delivery
- Drive efficient and precise workflow processes while promoting high standards of quality and consistency
- Offer initial support during scheduled hours when capacity allows
- Accurately manage data entry and administrative functions within the ServiceNow workflow system
- Maintain precise and up-to-date records of all relevant workflow information
- Oversee project estimations, deadline tracking, and document security protocols
- Serve as the primary contact for client and team inquiries related to workflow, escalating issues to management when necessary
- Supervise daily workflow operations using the ServiceNow application
- Integrate effectively with iManage for document access and return processes
- Lead estimation efforts, deadline setting, capacity planning, and task assignments for Document Production Specialists
- Enforce adherence to established best practices at all times
- Collaborate with multiple departments across London, Newcastle, Delhi, Hyderabad, Paris, and Virtual Assistant teams in both UK and India
- Set deadlines and manage direct client communications, ensuring all details are recorded in the workflow system
- Manage Outlook email accounts and folder organization for clear communication tracking
- Assist Document Production Specialists with task completion as needed
- Apply technical software expertise to support and troubleshoot across Global Business Services
- Ensure accurate and detailed logging in GBS trackers, feedback records, shift handovers, and work-in-progress updates
- Deliver high-quality client service consistently
- Act as the primary contact for client interactions including query resolution, job logging, and progress monitoring
- Assess workloads and projects to determine correct prioritization and decision-making
- Ensure all internal communications across GBS are timely, accurate, and efficient
- Collaborate actively with other service centers such as Design, Virtual Assistants, and Print Services
- Collect and record key performance and operational data from all GBS work using ServiceNow
- Coordinate requests for exceptional system access and SPM cases
Work Arrangement
Hybrid — Newcastle, London, Delhi, Hyderabad
Team
Global Business Services (GBS) DP teams across multiple locations: London, Delhi, Hyderabad, Newcastle, Paris, and Virtual Assistant Teams (including EAs and TAs in London and India)
Other
- Shift: 08:00-16:00 Monday to Friday
- Full time position, 5 days per week, not freelance
- Role can be performed mostly remotely with expectation of coming into the Newcastle office as business needs require
