Manager, Law Society Registry

Job Description

We are currently looking for a full-time permanent Manager for The Law Society Registry team. About the team The Law Society Registry administers, processes and grants applications for Australian practising and registration certificates in New South Wales, including being responsible for the execution of the annual renewal of these licenses each year. The Law Society Registry maintains the records of solicitors and members, and provides appropriate information to the public, other regulatory bodies, various departments within the Law Society and the legal profession. About the role The Manager, Law Society Registry is responsible for delivering high calibre customer service, business critical processes, and technical administrative operations of the Law Society working within a fast-paced and high-volume customer facing and regulatory environment. Reporting to the Director, Licensing and Registry, you will provide support in delivering critical business operations, complex regulatory, licensing, data privacy, and customer service outcomes for practising solicitors in NSW. You will support and assist a team of lawyers and legally trained staff to execute delegated statutory functions in accordance with the suite of legal profession legislation including the Legal Profession Uniform Law (NSW). You will also use data to identify operational inefficiencies, develop strategies to address these, and use these strategies to improve regulatory and customer service outcomes. What you'll be doing Manage a team of support and administrative staff who report to two Team Leaders in a regulatory and contact centre environment, to effectively deliver critical business operations and customer service outcomes for the Law Society of NSW. Co-ordinate operational aspects of the annual renewal of licenses, including communicating with internal and external stakeholders, preparing communications for the legal profession with the Director, Licensing of Registry, and improving and implementing IT infrastructure and quality testing. Oversee and manage the co-ordination of administrative, technical and operational tasks and workflows involved in the licensing of solicitors in NSW and the practice structures in which they operate. Develop data sets and use data analytics to improve internal processes and operations, regulatory and customer service outcomes. Oversee and ensure the ongoing management of a high volume of incoming phone and email enquiries in accordance with high standards of customer service. Efficiently manage conflict resolution and build relationships with key external stakeholders. Ensure the integrity and privacy of data of licensed solicitors in NSW in accordance with the Legal Profession Uniform Law (NSW) and privacy laws, and provide analytical reports to senior managers when requested. Liaise with key internal stakeholders, departments and senior management to assist with the effective administration of the Law Society’s co-regulatory functions and powers in NSW. Utilise analytical reports to develop strategies and controls that improve operational and customer service outcomes and efficiencies. Formulate, implement and train staff on strategies and controls that improve operational and customer service outcomes and efficiencies. Mentor and coach staff to ensure motivation remains high and aligned to the overall Law Society values. Develop and maintain quality documentation and processes used. Develop awareness of and contribute to risk management and compliance in the area of responsibility. About you Experience as a team leader, providing guidance, instruction, direction and leadership to a team for the purpose of achieving operational and business critical outcomes. Experience successfully delivering key operational and business critical processes and outcomes. Proven skills using data to develop data analytics to improve operational and business critical outcomes. Experience working for a customer service focused organisation. Previous database management experience / management of information records. Sound administrative skills including strong organisation, planning, and prioritising skills. Excellent computer skills and experience including Microsoft Office and proficiency with e-mail, internet and database applications. Excellent interpersonal communication skills, both written and oral. Excellent customer service skills and the ability to effectively interact with a diverse range of customers and stakeholders. Ability to understand and apply policies and regulations. Ability to manage competing demands, and plan and organise self to ensure the timely completion of tasks. Excellent accuracy and attention to detail. Highly organised and excellent time management skills. Experience with Power BI and data analytics desirable. The ability to work with discretion dealing with confidential and sensitive material. Able to manage workflows to ensure accuracy. Ability to work autonomously and demonstrates initiative. Ability to instigate, manage and implement change. High degree of professionalism, integrity and business ethics. To apply The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity. Applications should contain a CV and cover letter that outlines your key experience and motivations for this role. #J-18808-Ljbffr