Supervisor, Legal Support Services

As a recognized national business law firm, we support, grow, and impact our communities through our work. We help entrepreneurs, companies, and professionals shape and build the Canadian economy.

When you start a career with Miller Thomson, you join a firm that puts its people first. We provide the opportunity to influence the course of your career, community, and workplace with the support and backing of a national organization. While teamwork and collaboration are hallmarks of our culture, we accept and encourage individuality. You can expect a friendly, safe, and supportive environment where your colleagues will rally around to help you succeed.

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We are seeking a Supervisor, Legal Support Services, for our Ontario offices.

This is a tactical Legal Support role reporting to the Senior Manager, People and Culture. The incumbent will be a key member of the national Legal Support Services (LSS) management group with responsibility for the day-to-day operations of the LSS teams in the assigned office(s). The local LSS teams comprise of both Legal & Administrative Assistants. Responsibilities will include employee relations, performance management, resourcing, workflow, backup coverage.

The Supervisor promotes a client-first focused culture and ensures effective operational management of assigned LSS teams to deliver high-quality, efficient and consistent legal support services to the Firm’s legal professionals.

As the front-line operational contact with the business, this is a high-profile and hands-on position that requires an excellent multitasker with strong administrative and communication skills and the ability to work in a fast-paced environment. The successful candidate will demonstrate responsiveness, sensitivity, initiative, and have excellent client service, relationship management and organizational skills. Being a contributing team player is essential, along with work hour flexibility to accommodate business needs.

The Supervisor will be required to travel between two or more of the Firm’s offices and allocate an agreed amount of time in each office.

Key Responsibilities:

LSS Operations

• Monitoring levels of client service provided by the LSS team and ensuring that ongoing and future investments in people, processes and systems are effectively developed, implemented and managed to continually drive improvements in team performance and service delivery.
• Overseeing the daily operations of the LSS teams and proactively managing the delivery of services, including allocation of resources, workload / workflow management and working directly with legal professionals to ensure proper resource planning, knowledge sharing and resolution of issues.
• Managing legal assistant shares/teams and communicating with legal professionals regarding support and share/team arrangements and changes.
• Ensuring there is adequate coverage across the LSS teams in instances of planned and unplanned absences. Forecast and plan staffing levels during peak vacation seasons and leaves, ensuring the necessary resources are available.
• Fostering a collaborative working environment with LSS team members so that they take pro-active approach to support and absence planning.
• Championing and implementing Firm changes with respect to technology, policy, process and procedure improvements, in particular alternate methods of working to increase productivity and client team effectiveness.
• Implementing local LSS team standards in line with national standards; assisting with implementation of national change initiatives as they relate to the LSS teams.
• Implementing standard operating procedures across LSS teams in line with national standards and maintaining procedures to ensure effectiveness and that they are well-communicated.
• Providing input and recommendations to the Senior Director, People and Culture for budget preparation.

People Leadership

• Managing all aspects of employee relations for the LSS teams including conducting reviews, and coordinating performance management, coaching and goal setting process for LSS staff, working with local Talent Management as required.
• Working closely with Management to carry out compensation analysis and salary reviews.
• Collaborating with the Firm’s national Learning team to identify and deliver appropriate training to support skills development and career growth for all LSS staff.
• Working with the national Talent Acquisition team to ensure the recruitment process for LSS staff is highly effective and their integration into the Firm is successful.
• Assisting in the development of talent pipelines, career development and succession planning to ensure the most suitable selection of LSS talent, and alignment of talent to specific business need.

What you'll bring:

• Post-secondary degree or diploma in an Administrative, Business or Legal Assistant related discipline.
• Knowledge and experience gained from working in a professional services support environment, preferably within a law firm context.
• Previous experience in supervising/managing teams.
• Minimum 5 years’ experience as a Legal Assistant. Litigation experience preferred.
• Knowledge of Human Resources best practices and/or experience would be an asset.
• Proficiency in the MS Office suite.
• Strong relationship management building skills and ability to influence positive service delivery.
• Experience in a professional services environment, with an understanding of client expectations and firm culture.
• Exceptional problem-solving skills with good organizational, time management and prioritizing skills in a deadline-driven environment.
• Strong collaboration and negotiation skills; able to work with diplomacy, discretion, and professionalism.
• Demonstrated ability to perform duties with diplomacy and confidentiality while maintaining superior client service.
• Effective communication skills (verbal and written), with a strong attention to detail and accuracy.

What we offer:

We believe in the importance of a Total Compensation package, ensuring our mix of salary, benefits, and perks is competitive within the market, as well as a work-life balance. We offer:

• A comprehensive Benefits package that includes Health, Dental and Vision Care, Employee Assistance Program, Life Insurance, Short Term and Long Term Disability Insurance, 3+ Weeks' Vacation and 10 Personal Days;
• A Diverse and Inclusive Workplace;
• Flexible working options;
• Maternity Leave Top-up;
• A Firm matching Group Retirement Savings plan;
• An individual TFSA with low fund management fees and competitive investment options;
• Employee Assistance Program to support you and your family;
• A wellness spending account to foster employee well-being;
• Professional Development opportunities;
• Employee appreciation events;
• Charitable giving programs.

Who we are:

Miller Thomson LLP is one of Canada's fastest-growing national business law firms, with ten offices across the country. Our consistent ability to provide practical, creative and cost-effective advice, combined with an unyielding service commitment to our clients and a strong dedication to our lawyers, staff and the communities in which we practice, gives us a unique position in the Canadian legal industry.

Miller Thomson LLP is an equal-opportunity employer and is committed to equity, diversity, inclusion, and accessibility.

While we thank all applicants for their interest, due to the high volume of applications we receive, we are unable to respond to queries individually, and only those selected for an interview will be contacted. No phone calls or agencies, please.

Miller Thomson will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent department of the nature of the accommodation that you may require, to ensure your equal participation.