Baker McKenzie

The Document Coordinator, Document Services will manage job requests that involve intermediate to complex word processing, voice file transcription, and various other tasks. The role-holder may also be tasked with special or strategic projects, including pilot programs for new services.

The individual is expected to consistently uphold the department’s quality and efficiency standards by producing one-pass work with zero to minimal quality checks. Additionally, the role-holder may be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.

Main responsibilities:

Operations

• Efficiently manage all aspects of document production, including voice file transcription, copy typing, document markup, formatting, and the creation of documents in Microsoft Word, Excel, and PowerPoint presentations; ensure all outputs adhere to Firm Brand Guidelines
• Complete intermediate to complex tasks while maintaining high-quality standards; ensure accuracy and efficiency across all assignments
• Produce one-pass work for intermediate to complex requests in accordance with established quality and efficiency standards
• Conduct peer reviews (pre-audits) of output from other coordinators and make recommendations to improve  overall quality
• Effective account management skills:
  • Conduct accurate assessments of job requests, including required turnaround time for intermediate to complex jobs, with guidance from the specialist or supervisor
  • Communicate with stakeholders through ServiceNow, chat, phone and/or email, with the guidance of the specialist or supervisor
  • Facilitate discussions with stakeholders and develop service-level agreements (SLAs) in line with requirements, with the guidance of the supervisor/specialist 
  • Offer solutions proactively based on previous work outputs, practice, and precedence
  • Confirm all discussions and agreements with stakeholders in writing with the guidance of the specialist or supervisor
  • Endorse all pending jobs appropriately to the next shift
• Report issues that may interfere with service delivery to the Supervisor
• Forward stakeholder feedback to the Supervisor
• Demonstrate proficiency across all service lines
• Achieve individual targets, priorities, and developmental objectives in alignment with department and Firm goals
• Adhere to all company policies, rules, and regulations
• Maintain confidentiality of Firm and client information
• Attend to all tasks assigned by Management
• Perform tasks assigned by Supervisors, Managers, and the Service Owner as required

Project management

• Execute project requirements in accordance with service-delivery standards 
• Develop and apply subject-matter expertise
• Demonstrate strong client-care skills and leadership potential 
• Coordinate with Project Managers on updates and issue resolution strategies

Brand Support

• Advise, encourage, and facilitate client adoption of Firm brand standards and templates
• Create visually engaging documents and presentation materials using Microsoft Word and PowerPoint templates
• Ensure accurate and prompt output delivery in accordance with established quality and Firm brand standards
• Alert stakeholders to potential issues in advance and offer possible solutions or alternative approaches

Client Care

• Build strong working relationships with stakeholders and address their concerns promptly and professionally in line with client-service principles
• Acknowledge escalations or complaints by email or by reporting to the Supervisor; collate relevant facts and coordinate with the Supervisor on incident report preparation
• Confirm all discussions and agreements with stakeholders in writing

Skills and experience:

• A bachelor's degree with strong academic standing [
• Experience in a similar field and involvement in related functions
• Keen analytical skills and able to determine stakeholders’ needs
• Excellent written and spoken English communication skills
• Able to make sound and accurate decisions and judgment calls
• Effective leadership and communication skills
• Highly organized and able to prioritize tasks
• Proficient in using Microsoft Word, Excel, and PowerPoint
• Flexible and willing to work any shift, including overnight schedules
• Aptitude for learning new technologies and processes
• Highly organized and detail‑oriented
• Strong commitment to delivering outstanding client service
• Exceptional work ethic, personal integrity, and professional integrity
• Able to establish and maintain effective working relationships; a team player
• Able to collaborate and communicate effectively with people from different cultures and various levels of the organization

Reports to: Supervisor

Position type: Center Services

Development framework: Business Support

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.