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Senior Operations Manager - Court Reporting, Asia EPIQ Hong Kong, Limited
  • Wan Chai
  • Salary provided
  • Posted on 25 Jun 2019
Senior Operations Manager - Court Reporting, Asia EPIQ Hong Kong, Limited
Job Highlights
  • Client Satisfaction
  • Operation Efficiency
  • People Management
Job Description

Key Responsibilities of the Court Reporting Senior Operations Manager include:

  • building relationships with key clients especially public sector,
  • being accountable for meeting or improving on Court Reporting Asia financial targets,
  • revamping Asia Operation teams by providing inspiring leadership & mentoring teams across Asia with Hong Kong as the priority
  • reviewing and monitoring business process to ensure compliance with policies and procedures
  • Streamlining business process to enhance efficiency & uplift productivity
  • looking for opportunities to improve service provision including introducing new technology to the business

 People management

  • To manage the Operations team (case managers, technical and production team as well as contract staff)
  • Be responsible for ensuring the Operations team is staffed effectively whilst ensuring that staffing is in line with budgeted spending and head count
  • Review individual staff objectives and performance and provide additional training, or propose changes as necessary to meet the needs of the business
  • Organize and conduct annual reviews with all direct reports, and set SMART objectives

 

Communication

  • Ensure effective communication between members of staff regarding upcoming jobs
  • Chairing and organizing a weekly operations meeting and ensuring there is a full record of the meeting circulated to all relevant staff members the same day
  • Be responsible for submitting an Operations report on a monthly basis

 

Operation efficiency

  • Managing all operations, technical and production staff to ensure the successful day-to-day running of the office and successful fulfillment of all jobs
  • Have a hands-on mentality so that all stages in the operations process are covered when there are a large number of jobs or when staff are on leave
  • Improve office systems to increase the productivity of staff members whilst reducing costs and ensuring a good work environment for all staff
  • Review quotations on an annual basis to seek ways to clarify/streamline Fee Schedules
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence

  

Business Development - The Sr. Operations Manager will provide vital support to the company’s management and sales personnel, acting as an extension of the sales team and helping the business meet its targets through ensuring efficient administrative and project support.

 

  • Strive for a high level of client satisfaction by:
  • Ensuring all quotations are sent to clients within 24 hours of the initial request
  • Visiting jobs regularly to build up relationships with clients
  • Requesting client feedback and assigning a high level of importance to address any concerns or comments
  • Identifying opportunities to introduce additional related services to clients and/or communicating such opportunities
  • Training and encouraging all staff to turn inquiries into sales opportunities
  • Maximizing profit through operational efficiency
  • Managing quality assurance programs and initiate activity to act upon areas of concern

 

Financial

  • to ensure all Revenue targets for Court Reporting Asia are met, and look for opportunities to adjust rates for clients and contract staff so as to simplify the fee schedules and/or improve margins
  • Work with Accounts to ensure all Gross Profit Margins for Court Report Asia are met
  • to ensure all Net Profit margins according to the Budget are met

 

The successful candidate will:

 

  • Have the opportunity to learn new skills and specialist technologies in a rapidly growing business environment
  • Be a self-starter, possessing a desire to drive initiatives and be able to work effectively as part of a team or independently as required
  • Be well organised and detail-oriented with the ability to multi-task in a time sensitive and deadline driven environment
  • Demonstrate commitment to high professional ethical standards and a diverse workplace
  • Be a quick, proactive and logical thinker
  • Demonstrate exceptional professionalism and superior interpersonal skills essential for dealing with clients, vendors and staff in various departments in the company, Be adaptable and flexible to a changing work environment while remaining calm under pressure
  • Be able to provide inspiring leadership as well as quality and process improvement
  • Be a hands-on and roll-up-sleeves type of person who enjoys working in a small company environment and who is able to work with limited resources

  

Requirements

  • Degree level education or above 
  • Minimum 8-10 years operations management experience in a service industry
  • Strong people Manager with good motivation and staff development skills, able to manage across diverse cultures and interests
  • Successful track record in managing the P&L of an operation across business development, customer service, sourcing, vendor management and quality management functions
  • Strong computer skills including PC and proficiency with Windows, Word, Excel, PowerPoint, Outlook and the Internet as a research tool
  • Experience working in fast-paced customer service or administrative management roles also welcome
  • Excellent verbal and written English communication skills. Chinese language useful but not essential
  • Experience of working with databases

 

Additional Information
Career Level
Senior
Qualification
Degree
Years of Experience
8 years
Employment Type
Full Time, Permanent
Benefits
Dental insurance, Five-day work week, Life insurance, Medical insurance, Performance bonus
Company details
About Epiq - We are a worldwide provider of legal services, serving law firms, corporations, financial institutions and government agencies—helping them streamline the administration of business operations, class action and mass tort, court reporting, eDiscovery, regulatory, compliance, restructuring, and bankruptcy matters. For more information, visit us at www.epiqglobal.com.
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