The role of the Workflow Coordinator (WFC) is to accept and manage the completion and delivery of internal client service requests within a Shared Services model.
In order to provide seamless client delivery, the WFC will act as a liaison between the internal client and the Shared Services Professionals. The WFC will possess a practical body of knowledge that is applied in the delivery of administrative support. Support includes requests in the areas of expense reporting, travel arrangements, and reporting using the firm’s resources/software.
The Workflow Coordinator is part of a team of Administrative Services WFC’s across Canada and our US India office. This team of WFC’s are responsible for working collaboratively with the firms internal clients to ensure the completion of incoming administrative service requests. The WFC will prioritize all incoming service requests, create job tickets in our Firm job assignment tool, and will monitor progress of job assignments.
This role includes, but is not limited to the following primary duties:
Accept incoming client service requests and assign the request to the Administrative Services Professionals. Preliminary research will be done to clarify any unique instructions from the client and communicate the information to the assigned Administrative Services Professionals.
Work with the client and the Administrative Services Professionals to ensure that all service requests are completed within the client’s timeline. The WFC will be expected to manage heavy workloads for priority, particularly when there are conflicting timelines. The WFC will occasionally be expected to take on work if the team is not able to meet all service requests on time.
Work with the Administrative Services Professionals Supervisor to ensure that the quality standards and processes are continuously being updated and managed in order to deliver exceptional service to the client.
Will be required to communicate issues/potential problems with meeting deadlines to the client.
The WFC will be required to build relationships with the Paraprofessionals and other members of the team to ensure that feedback on the services is received and acted upon.
Work with the Administrative Services Professionals Manager to provide performance feedback on the Administrative Services Professionals.
The WFC will act as the ambassador for the Shared Services by continually marketing the service to our client group. This includes soliciting feedback from the clients and reaching out to clients to understand what additional services the Administrative Services Professionals can offer.
Minimum 5 years work experience in a complex, professional services work environment and in a similar role.
Advanced level knowledge of common industry software such as Microsoft Office (Word, Excel, Outlook, PowerPoint), Adobe Acrobat
Excellent verbal and written communication skills
Ability to handle high volume requests and work under pressure
Ability to work independently
Excellent interpersonal skills with demonstrated ability to build relationships with all client levels
Proactive with an exceptional ability to multi-task and respond to requests in a timely manner
Strong commitment to client service and continuous improvement
Able to meet the scheduling requirements of the role which includes shifts that start as early as 7:30 am and finish as late as 6:00 pm
Ability to work occasional overtime as required
Bilingual French skills is an asset