Administrative Support Center Lead

SUMMARY/OBJECTIVE:

The Administrative Support Center Lead is responsible for the coordination of a team in Wiley’s Administrative Support Center, which provides administrative support to attorneys in both client\-related and business development functions, as well as Wiley’s administrative departments. The Administrative Support Center Lead oversees the intake of requests, workload distribution, and timely delivery of work product in accordance with established departmental standards. The Administrative Support Center Lead has supervisory responsibilities and will also provide hands\-on support for administrative work, when needed to provide overflow or absence\-related coverage. This role is critical in ensuring administrative professionals in the Administrative Support Center provide comprehensive, high\-quality, effective, and efficient assistance. The Administrative Support Center is a team of approximately three to five people.

This position is eligible to participate in the firm's flexible work program.

SUPERVISORY RESPONSIBILITIES:

• When appropriate, assists with recruiting, interviewing, hiring, and training new staff in the department
• Oversees the daily workflow of team members
• Provides staff with constructive and timely performance feedback and evaluations
• Handles disciplinary process, including escalating employment matters to the head of the department and the Senior Director of Human Resources when necessary
• Provides leadership and mentoring to staff, including on\-going performance management, feedback and coaching, identification of training opportunities, and preparation of career development plans

OTHER RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Team Lead Support:

• Identifies workflow inefficiencies and recommends process improvements to the Administrative Support Manager and Director of Legal and Administrative Support
• Reviews and approves biweekly timesheets and manages PTO requests
• Coordinates administrative coverage during scheduled and unscheduled leave of Administrative Support Center team members
• Develops, implements, and maintains documented best practices and standards for administrative support to include core responsibilities/competencies, processes, recommended workflow for common tasks (e.g., time entry, expense submissions, meeting coordination, travel arrangements, etc.), operational support, and resources (e.g., knowledge management materials, quick reference guides, and checklists)
• Reviews and analyzes performance data and metrics, ensuring accuracy, timeliness, and alignment with organizational objectives

Administrative Support:

• Enters attorneys’ time daily, release attorney time entries to Accounting on schedule, and maintain appropriate records
• Promptly processes expenses, reimbursements, and vendor invoices
• Coordinates conferences, meetings, and appointments, often involving internal and external participants, varying locations, and time zones, including catering and audio\-visual equipment
• Proofreads and redlines work for accuracy of copy, format, grammar, punctuation, and syntax
• Creates, converts, edits, and compares documents (including letters, memoranda, pleadings, tables, spreadsheets, and presentations) using office productivity software
• Maintains and updates client contact information.
• Prepares mailings; assembles binders; coordinates outgoing shipments and couriers
• Transcribes audio and video recordings
• Prepares CDs/DVDs, as needed
• Obtains and maintains a Notary Public commission in DC, with firm sponsorship and payment of all associated costs, and performs notarial services for the firm and its clients as needed in accordance with applicable laws and firm policies
• Coordinates domestic and international travel arrangements in partnership with the firm’s travel agency, securing air and ground transportation, arranging hotel and/or meeting accommodations, preparing detailed itineraries and travel agendas
• Become familiar and builds relationships with firm departments with which Administrative Support frequently collaborates, including Office Services, IT, Conference Services, and Accounting, as well as third\-party vendors to facilitate efficiently and effectively support for attorneys and ensure client service remains high
• Meets the department’s expectations to retrieve, read and/or respond to firm and client\-related e\-mail messages during and outside of core business and scheduled work hours by connecting a personal mobile device (smartphone or tablet with a data plan) to the firm’s network

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to communicate professionally and effectively, both in oral and written form
• Ability to manage multiple requests, assess priorities, think critically, and deliver solutions under tight deadlines
• Demonstrate high proficiency for both internal and external customer service
• Ability to maintain a high level of professionalism and positive attitude
• Excellent interpersonal skills and the ability to work effectively with all levels of firm personnel
• Ability to organize workflow and use time efficiently
• Ability to demonstrate attention to detail and accuracy
• Must maintain confidentiality of work\-related information and materials
• Must establish and maintain effective working relationships in or out of a team environment
• Understands and adopts the organizational structure
• Possesses the attitude of collaboration and sharing
• Proficiency with office productivity technologies and advanced capability with MS Office (Word, Excel, Outlook, PowerPoint), Power PDF, Metadact, Docusign, law firm timekeeping/billing programs, and document management systems; aptitude for learning software solutions and other technologies
• Flexibility and willingness to respond to issues during and outside of core business hours

EDUCATION AND EXPERIENCE:

• High school diploma required; bachelor’s degree preferred
• At least two (2\) years of supervisory experience preferred; and at least six (6\) years in a professional service or legal environment required

WORK ENVIRONMENT:

• An on\-site presence is an essential function of this position. Remote work may be permitted in accordance with the firm’s flexible work policy and based on business needs
• Position operates in a professional office environment which is usually quiet to moderate
• Position routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets
• Position requires that the employee be able to multi\-task in a fast\-paced work environment

PHYSICAL DEMANDS:

• This position is primarily a sedentary position. However, some duties and responsibilities may require the employee to lift files, open filing cabinets, bend or stand, reach with arms and hands, climb or balance, occasionally move about to access office equipment, file cabinets, etc.
• May require employee to carry or lift items weighing up to 10 pounds

This description outlines the basic requirements of this position. It is not intended to be a complete description as other duties may be assigned.

The base salary for this position is expected to be between $100,000 to $110,000 annually. Actual salary will be determined based on skills, experience (to the extent relevant) and other job\-related factors, consistent with applicable law.

Wiley’s comprehensive benefits package includes medical and prescription drug plan coverage, dental, vision, flexible spending and health savings accounts, life insurance, 401(k) retirement plan with firm discretionary contribution, generous paid time off (PTO) package plus ten firm paid holidays, access to state of the art on\-site fitness facilities and locker rooms and wellness programming, paid parental leave and subsidized backup child/elder care, and more.

Wiley is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military and veteran status, personal appearance, family responsibilities, political affiliation, matriculation status, credit information, status as a victim or family member of a victim of domestic violence, a sexual offense or stalking, homeless status, or any other characteristic protected by applicable law.*

\\This Organization Participates in E\-Verify. This employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I\-9 to confirm work authorization. Employers may not use E\-Verify to pre\-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I\-9\.