Baker McKenzie

The Business Services Analyst will provide end-to-end administrative and document support services across the Firm. This role combines advanced administrative services and document production expertise to ensure high-quality, efficient, and client-focused service delivery.

The role-holder is expected to consistently deliver one-pass, high-quality work across administrative, document, and operational activities; proactively identify improvement opportunities; support service governance initiatives; and contribute to projects and continuous improvement efforts.

Main Responsibilities:

Operations & Administrative Services

• Provide comprehensive administrative and business support services to attorneys, timekeepers, and business professionals
• Process expenses, invoices, reimbursements, and payments
• Generate trackers, organize, file and/or search information as required 
• Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction
• Properly endorse all pending jobs to the next shift
• Report to the Supervisor all issues that may interfere with service delivery
• Adhere to all company policies, rules, and regulations
• Maintain confidentiality of Firm and client information
• Perform other tasks assigned by the Leadership team

Document Support

• Manage intermediate to complex document production including but not limited to voice file transcription, copy typing, document markup, formatting, and the creation of documents in Word, Excel, and PowerPoint Presentations 
• Ensure all work adheres to established brand standards, guidelines and templates
• Produce one-pass, high-quality outputs
• Conduct peer reviews where required
• Manage Firm and client records in line with data privacy policies
• Maintain confidentiality and compliance
• Accomplish assignments regardless of complexity, following established quality standards, in an accurate and efficient manner

Project & Process Management

• Contribute to process documentation and optimization
• Help execute all project requirements according to service delivery standards
• Exhibit good client care skills and leadership potential at every opportunity
• Coordinate with project leads on updates and issue resolution strategies

Technical know-how

• Conduct accurate assessment of job requests, including turnaround time, for intermediate to complex job requests with the guidance of the specialist or supervisor
• Develop and apply subject matter expertise
• Provide observation/feedback on existing processes and proposes best and/or innovative practices to streamline processes
• Collaborate in the search of continuous improvements for the service. Participate in improvement projects

Stakeholder and Client Care 

• Build good working relationships with clients/stakeholders and handle their concerns in a prompt and professional manner, in keeping with client service principles
• Take notes of, documents and shares specific client/stakeholder preferences to build the service's client profile database
• In case of an escalation or complaint, send an acknowledgment email or report to the Supervisor; If needed, will provide recommendations for improvement.

Skills and experience:

• A bachelor’s degree with good academic standing 
• Strong relevant experience with office administration, legal services, account management, quality assurance, or a professional services environment
• Experience using AI tools is an advantage; familiarity with Microsoft Copilot is desirable 
• Excellent communication, organizational and problem-solving skills
• Excellent English skills in both written and verbal forms (native or bilingual); Other additional languages are appreciated
• Strong technical capabilities across MSOffice Suite (i.e., Word, Excel, Outlook, Access, PowerPoint)
• Aptitude for learning new technologies and processes
• Work requires continual attention to detail in completing assignments
• Keen analytical skills and ability to determine stakeholders needs 
• Highly organized and detail‑oriented, with strong time‑management and prioritization skills
• Flexible and willing to work across different shifts as business needs require
• Able to collaborate and communicate effectively with people from different cultures and various levels of the organization

Reports to: ABS Supervisor; Service Delivery Manager 

Position type: Center Services

Development framework: Business Support

Function:

Our Operations function supports and manages the day-to-day operations of the Firm, providing expert and in-market support regarding office management, office services and facilities, real estate management, risk management, and secretarial and administrative services.

Team:

Administrative and Business Services (ABS), under the Operations Function, delivers integrated document production, administrative, and back-office support anchored in brand expertise, technical excellence, and globally recognized best practices. By providing reliable, standardized support to fee earners and business professionals, the service enables the Firm to operate efficiently while allowing users to focus on high value, client winning work.

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.