Customer Service Operations Analyst

BASIC FUNCTION

The Customer Service Operations Analyst - LBA ("OSS") is responsible for driving workflow and optimizing the daily activities of the Legal Bill Analysis Center of Excellence ("LBACOE"), which consists of Legal Invoice Analysts, Quality Assurance Analysts, OSS, Managers, Senior Managers and Director.  The LBACOE is responsible for the prompt, accurate and efficient auditing of electronically submitted legal fee and expense invoices submitted by law firms and vendors of our clients. 

The Customer Service Operations Analyst - LBA will ensure that the LBACOE's workflow product meets and/or exceeds the established standards by utilizing defined metrics and process improvement initiatives.  The OSS is also responsible for implementation of core operations management initiatives of the LBACOE, including, but not limited to, reporting, business continuity and workplace site supervision. Key functions of the OSS include gathering and distillation of data into key performance operations metrics and providing technical workflow support relative the LBACOE e-billing platforms used, including, but not limited to TyMetrix360 and Passport. 

ESSENTIAL RESPONSIBILITIES 

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

Data analysis and compilation into various formats of metrics reporting.

Documentation and ongoing management of LBACOE operational standards of procedure.

Identification and development of new reporting metrics and compilation thereof.

Technical workflow assistance, including but not limited to
-    Management of LBACOE-related technical support requests, whether generated by LBACOE clients, vendors or internally.
-    Route incoming invoices in TyMetrix 360 and/or Passport to appropriate Legal Invoice Analyst(s) and/or QA Analyst(s) per management guidance.
-    Assist in the organization of test environments and set-up of new users in appropriate platform(s) for new client initiatives
-    Organize and coordinate deployment of hardware and software for new hires 
-    Act as liaison between LBACOE and IT to assist with platform troubleshooting and regular maintenance, including LBACOE team member password resets.

Promptly identify and address bottlenecks in the invoice auditing workflow while using sound discretion to escalate operational risks to manager(s).

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

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

Simplifying legal service agreements to produce effective operational outputs meeting and in some cases exceeding customer expectations.

Audit legal invoices on an as-needed basis, which involves making adjustments to invoice line item entries, where those line item entries violate provisions of the relevant billing guidelines and documenting the justification for such adjustments. 

Conducting team events and best operational practices to drive high employee engagement & lead by example to Wolters Kluwer Purpose & Value promise.

Work with the LBACOE to create a culture of empowerment, engagement and innovation.

Drive performance excellence and operational efficiencies through a continually-evolving organizational structure.   

Ability to carry out detailed written or verbal instructions; ability to respond to requests effectively and efficiently.

JOB QUALIFICATIONS

Education
Minimum: Bachelor's or Associate's Degree from an accredited college or university and/ or equivalent experience in a legal services or legal bill auditing environment.

Tools:

Advance Excel, PPT, Power BI skills are an advantage.

Shift Timing:

3.00 p.m. - 12.a.m. IST

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.