Administration Manager, Intake & Resolution, Professional Regulation (Hybrid, Toronto)

August 19 2022
Industries Legal
Categories IP, Patents, Trademarks, Legal, Paralegal, Management, Administration, Office manager
Toronto, ON

JOB PURPOSE:

The Administration Manager, Intake & Resolution is responsible for managing, coordinating and supervising a team of Administrative Assistants within Intake & Resolution. As a member of the Department's management team, the Administration Manager is responsible for the overall administration of the Department's operations and projects. The Administration Manager monitors the performance of the administrative staff to ensure timely and accurate completion of assigned tasks and activities. The Administration Manager seeks out new methods for service delivery, focusing on continuous improvement of administrative processes and procedures in support of the Department's business plan.

QUALIFICATIONS REQUIRED:

  • A post-secondary degree with a specialization in legal administration, business or related field.
  • A paralegal license in good standing with the Law Society of Ontario* or a Law Clerk designation is preferred.
  • A minimum of 7 years’ working experience in a regulatory and/or legal environment providing senior administrative support and office management is required, 3 to 4 years of which includes para professional and supervisory experience in a law practice, government and/or regulatory environment.
  • Training and experience in communications and/or dispute resolution is essential.
  • Knowledge of law office practice and procedures is a strong asset.
  • A solid knowledge or office practice, legal terminology and procedure related to legal correspondence and legal documents.
  • Knowledge of the Law Society, including organizational structure, services, mandate, rules, regulations, and its By-laws and complaints process, in particular.
  • Knowledge of current trends and developments in the legal profession and their practical application.
  • Strong analytical skills to interpret and reason through complex information.
  • Commitment to delivering superior client service.
  • Knowledge of other legal resources and community based organizations.
  • Clear, concise and articulate verbal and written communication skills in order to compose correspondence, communicate detailed information and provide easy to understand explanations in an audience appropriate format.
  • Strong proficiency in word processing, spreadsheets, database applications, case management system, Internet and intranet, electronic search software.

*By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.

Client / Customer Service Delivery

  • Supports the Intake & Resolution mandate to act in a timely, efficient and transparent manner in responding to complaints.

  • Reviews, evaluates and implements administrative procedures in conjunction with the Director, ensuring administrative staff workloads are balanced and effectively carried out.

  • Delegates and monitors the work assignments of assigned administrative staff, ensuring that results are timely and consistent.

  • Assists in the formulation of procedures and criteria for the screening and assignment of complaints, and in the resolution of process questions raised by complainants.

  • Communicates orally or in writing with Law Society staff, complainants, witnesses, members of the public and licensees regarding the regulatory process and the status or disposition of cases.

  • Drafts appropriate responses to inquiries to be sent directly or prepared in draft on behalf of Counsel or Officers.

  • Demonstrates excellent interpersonal and communication skills, showing compassion to complainants and licensees while maintaining regulatory excellence in responses.

  • Reviews files prior to transfer to other departments (including the Office of the Complaints Resolution Commissioner) to ensure that files are searchable, complete and adhere to the Law Society’s naming conventions.

People Leadership

  • Hires, trains, develops and evaluates employees accountable to the Administration Manager in accordance with the policies of the organization and best human resources practices.
  • Identifies technical and training needs of administrative support in order to achieve departmental and divisional goals.
  • Fosters a positive working environment by clarifying goals, building the commitment of individuals and working closely with the Director to resolve more complex and wider divisional issues.
  • Delegates work assignments to assigned support staff, matching skills and competencies to the requirements of the particular assignment.
  • Undertakes skill and competency assessments of assigned staff and develops a training plan to close any identified gaps.
  • Fosters a team environment by demonstrating leadership behavior and building team capacity.
  • Makes decisions regarding administrative staff development, performance, compensation and discipline.
  • Establishes, monitors and continuously improve work processes in both team and individual performance targets.

Performance Goals, Targets and Standards

  • Prepares departmental statistical reports and/or creates reports for use by department staff, Managers and the Director.
  • Works with Intake & Resolution team members, to establish, monitor and continuously improve work processes and both team and individual performance targets.

Financial Responsibility

  • Assists the Director in developing and monitoring the operating budget related to common expense items, as well as identified specific programs.
  • Assembles data and prepares periodic and special reports.
  • Requisitions supplies and materials and ensures the smooth operation of computer systems and equipment, arranging for maintenance and repair work as required.

Policy Development

  • Monitors issues and trends related to Intake & Resolution procedures and identifies and forwards issues to other designated Intake & Resolution staff in support of policy development or process change.
  • Provides input into the policy development process as required.

Team Membership

  • Works closely with Intake & Resolution team members and other staff, as assigned, to ensure the optimum utilization of the Administration Manager position.
  • Acts as a resource to the team to promote the sharing and transfer of knowledge and information between staff.

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.

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