Operations Support Specialist - Business Intelligence (BI) - Data Analyst/Business Analyst

The Operations Support Specialist for Legal Bill Review (OSS) is responsible for driving workflow and optimizing the daily tasks of the Legal Bill Analysis Center of Excellence (LBACOE). The team of the LBACOE consists of Legal Invoice Analysts, Quality Assurance Analysts, OSS, Managers, Senior Managers, and Directors. The LBACOE is in charge of promptly, accurately, and efficiently auditing electronically submitted legal fee and expense invoices by law firms and vendors on behalf of our clients.

The Operations Support Specialist will ensure that the workflow product of the LBACOE meets and/or exceeds established standards by applying defined metrics and process improvement initiatives. The OSS is also accountable for implementing core operations management initiatives of the LBACOE, including but not limited to, reporting, business continuity, and workplace site supervision. Main responsibilities of the OSS include collecting and interpreting data into crucial performance operations metrics and providing technical workflow support related to the LBACOE e-billing platforms used, including but not limited to, TyMetrix360 and Passport.

ESSENTIAL RESPONSIBILITIES

Oversee the LBACOE workflow to ensure an efficient and accurate review of legal invoice entries by Legal Invoice Analysts and Quality Assurance Analysts. Coordinate and distribute legal bill assignments to team members.

Analyze and compile data into various formats for metrics reporting.

Document and continually manage LBACOE operational standards of procedure.

Identify and develop new reporting metrics and compile them.

Provide technical workflow support, including but not limited to,

-            Managing LBACOE-related technical support requests, from LBACOE clients, vendors or internally generated.

-            Routing incoming invoices in TyMetrix 360 and/or Passport to suitable Legal Invoice Analyst(s) and/or QA Analyst(s) based on management guidance.

-            Assisting in organizing test environments and setting up new users in the appropriate platforms for new client initiatives.

-            Coordinating and managing hardware and software deployment for new hires.

-            Serving as a liaison between LBACOE and the IT department to assist with platform troubleshooting and regular maintenance, including LBACOE team member password resets.

Identifying and addressing any bottlenecks in the invoice auditing workflow promptly while using sound discretion to escalate operational risks to managers.

Monitoring and driving daily and long-term Legal Bill Analysis production delivery, often based on customer pre-determined schedules.

Developing, documenting, and maintaining training documentation to expedite the ramp-up time for new LBRCOE analysts using effective methodologies.

Simplifying legal service agreements to produce efficient operational outputs meeting and sometimes exceeding customer expectations.

Auditing legal invoices as needed, which involves making adjustments to invoice line item entries where such entries violate provisions of the applicable billing guidelines and documenting the justification for such adjustments.

Conducting team events and sharing best operational practices to drive high employee engagement and exemplify Wolters Kluwer Purpose & Value promise.

Collaborate with the LBACOE team to foster a culture of empowerment, engagement, and innovation.

Drive performance excellence and operational efficiency through a continuously evolving organizational structure.

Ability to execute detailed written or verbal instructions and respond effectively and efficiently to requests.

JOB QUALIFICATIONS

Education

Minimum: Bachelor’s or Associate’s Degree from an accredited university or equivalent experience in a legal services or legal bill auditing environment.

Experience, Knowledge, and Tools

Minimum Experience:

•    Minimum 4-8 years of prior experience regularly interacting with clients and vendors in a legal services or legal auditing environment or similar services is required.

•  Strong organizational skills, including the ability to organize work efficiently in a high volume auditing practice.

•  Proficient data analysis and reporting skills, including tracking team productivity and quality.

•    Effective communication skills - the ability to obtain information from others and convey information to others orally and in written form.

•   Capability to read and apply legal rules (guidelines) to related information.

•   Ability to review, analyze, and evaluate legal fee and cost/expense invoice entries while exercising discretion and sound judgment when making audit and adjustment decisions.

•    Previous experience training new staff members, preferably in a legal setting.

•   Self-starting attitude with the ability to work independently and with minimal supervision after training.

•   Excellent computer skills, with the capacity to learn the electronic legal bill submission and auditing software.

•  Sound command of the English language-- grammar, syntax, and style -- including an understanding of punctuation and capitalization conventions. Excellent spelling and proofreading skills.

•   Familiarity with common business math and appropriate business telephone skills.

Required Competencies:

•   Communications:  Strong organizational and training skills are critical to being successful in this role.  Exceptional communications skills and the ability to organize and motivate team members in a matrix environment are essential.

•   Team Work:  Must work collaboratively with people within LBACOE and throughout the entire WK organization, while providing constructive feedback to LBACOE from the BUs.

•   Problem Solving:  Capable of independent thinking and making sound decisions.  Adept at identifying and engaging the necessary resources to assist in decision-making. Takes quick actions to identify and resolve the cause of any problem.  Proactive by nature.

•   Planning and Organizing:  Must be able to conceive, develop and implement plans to achieve short and long-term goals.  Must be able to prioritize and supervise resources to accomplish these goals within a given time period.

•  Technology:  Has the ability to collaborate with experts in the technology field to identify technology gaps and requirements necessary to develop effective and impactful solutions.

•   Learning:  Ability to acquire new or modify existing knowledge to support a changing marketplace and workforce.  Can demonstrate the ability to learn through study, experience, or instruction.

•   Initiative and Enterprise:  Is self-directed and has the ability to translate ideas into action and get things done.

Tools:

•   Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Knowledge of Advanced MS Excel and MS PowerPoint skills, Power Query, Macros, Power BI /Tableau is essential.

•   Good working Knowledge of Basic Python, SQL is preferred

PHYSICAL DEMANDS:

•             Hybrid office environment

•             Shift from 3.00 p.m. to 12.00 a.m.