The Administration Manager, Intake & Resolution is responsible for managing, coordinating and supervising a team of Administrative Assistants within Intake & Resolution. As a member of the Department's management team, the Administration Manager is responsible for the overall administration of the Department's operations and projects. The Administration Manager monitors the performance of the administrative staff to ensure timely and accurate completion of assigned tasks and activities. The Administration Manager seeks out new methods for service delivery, focusing on continuous improvement of administrative processes and procedures in support of the Department's business plan.
*By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.
Client / Customer Service Delivery
Supports the Intake & Resolution mandate to act in a timely, efficient and transparent manner in responding to complaints.
Reviews, evaluates and implements administrative procedures in conjunction with the Director, ensuring administrative staff workloads are balanced and effectively carried out.
Delegates and monitors the work assignments of assigned administrative staff, ensuring that results are timely and consistent.
Assists in the formulation of procedures and criteria for the screening and assignment of complaints, and in the resolution of process questions raised by complainants.
Communicates orally or in writing with Law Society staff, complainants, witnesses, members of the public and licensees regarding the regulatory process and the status or disposition of cases.
Drafts appropriate responses to inquiries to be sent directly or prepared in draft on behalf of Counsel or Officers.
Demonstrates excellent interpersonal and communication skills, showing compassion to complainants and licensees while maintaining regulatory excellence in responses.
Reviews files prior to transfer to other departments (including the Office of the Complaints Resolution Commissioner) to ensure that files are searchable, complete and adhere to the Law Society’s naming conventions.
Performance Goals, Targets and Standards
The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.