Baker McKenzie

Role purpose

The ABS Supervisor leads and enhances service operations within an assigned shift or team, overseeing performance, engagement, and development of direct reports. Working closely with the Operations Manager, the role drives productivity, quality, and continuous improvement while fostering a culture of learning and professional growth.

As the primary escalation point for operational and people-related matters, the supervisor ensures service continuity and stakeholder satisfaction. The position also contributes to talent decisions, including recruitment, promotions, and performance evaluations, and builds strong relationships with stakeholders to deliver high-quality, reliable, and client-focused service. Through effective leadership, the ABS Supervisor promotes accountability, collaboration, and operational excellence across the team.

Main responsibilities    

• Supervise day-to-day workflow, productivity, quality, attendance and schedule adherence.
• Determine optimal staffing levels, monitor utilization, and conduct capacity planning including monitoring workloads.
• Investigate detractor scores and prepare root cause analysis (RCA) reports for management and Center leadership.
• Provide direct people leadership through regular coaching, feedback, and performance monitoring.
• Conduct fair, timely, and constructive performance evaluations, including participation in annual performance processes.
• Drive a high‑performance, client‑focused, and collaborative team culture aligned with Firm and Center values.
• Address performance and issues, including performance improvement plans and disciplinary actions, escalating to HR or management as appropriate.
• Support employee engagement, retention, and career development initiatives.
• Submit recommendations on promotions, incentives, and other talent actions based on performance.
• Play a critical role in conflict resolution, addressing disputes among staff promptly to maintain a harmonious work environment.
• Conduct team meetings to keep ABS staff informed and engaged.
• Support recruitment and hiring activities, including interview participation and selection recommendations.
• Oversee onboarding, training, and integration of new hires.
• Identify required skills and competencies by role level and coordinate training and capability‑building initiatives with the Capability Development Manager and L&L.
• Promote continuous learning through mentoring, SME development, and peer learning activities.
• Build and maintain effective working relationships with internal and external stakeholders.
• Serve as the first point of escalation for operational and people related issues, resolving concerns promptly and professionally.
• Manage projects in line with the Firm’s project management framework, including planning, documentation, resource coordination, and stakeholder sign‑off.
• Collaborate with the ABS Operations Manager on meetings and operational planning.
• Perform other duties as assigned by Leadership.

Technical skills, qualifications and experience    

• Bachelor's degree with good academic standing, and relevant work experience.
• Advanced/Bilingual English.
• Strong people management and leadership skills, with a proven ability to lead, motivate, mentor, and address performance concerns effectively.
• Solid experience in document support and office administration, preferably within a law firm, BPO, or professional services environment.
• Strong communication and interpersonal skills, with the ability to engage, influence, and collaborate effectively across teams and at all levels of the organizations.
• Highly organized and detail‑oriented, with strong project and time management skills and the ability to manage multiple priorities and competing deadlines.
• High level of discretion, diplomacy and a commitment to maintaining strict confidentiality.
•  Demonstrated ability to work effectively in high‑pressure environments while consistently delivering high‑quality results.
• Excellent verbal and written communication skills.
• Flexible and willing to work across different shift schedules as required.
• Proficient in Microsoft Office applications; experience with legal industry–specific software and AI solutions is an advantage.

You will report to: ABS Operations Manager

Your direct reports: Team based in Buenos Aires Center

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders.

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.