Document Production Team Leader - Legal Sector

The Document Production Team Leader is responsible for leading a high-performing document production and formatting team for s global law firm while maintaining exceptional standards of accuracy, quality, and turnaround. The role combines people leadership, operational oversight, and a strong focus on continuous improvement to ensure a consistently high level of client service.Team Leadership - Lead, coach and support a team of document production specialists, setting clear expectations and performance standards  - Conduct regular 121's, team meetings, and performance discussions to support engagement, accountability, and development - Provide hands-on support with complex or high-risk document production tasks as required Operations & Service Delivery  - Oversee the day-to-day team operations, ensuring workloads are effectively planned, delegated, and delivered to agreed service levels  - Maintain the highest standards of accuracy, output, and turnaround across all document production work - Act as the first point of escalation for workflow challenges, quality concerns, or client expectations  - Provide hands-on support with complex document production  - Ensure the team meets or exceeds individual and team targets and service level agreements (SLAs)  - Champion best practice and support the adoption of new technology and toolsProcess Improvement & Quality - Monitor productivity, quality, and team performance; investigate errors and addressing issues constructively  - Identify opportunities to improve workflows, processes, and ways of working, supporting implementation of changes - Maintain clear process documentation and encourage knowledge sharing across the teamStakeholder Management  - Follow up all client concerns and queries effectively, representing issues on behalf of the account manager where needed.  - Build and maintain strong day-to-day relationship with the client - Support with service reviews, contributing to positive client outcomes and long-term partnerships We're looking for someone who: - Has proven ability to lead, coach and develop a team in a high-standards, client-focused environment  - Has strong organisational and workload management skills, able to prioritise competing tasks while maintaining quality and accuracy - Has excellent communication skills, able to engage confidently and professionally with stakeholders at all levels - Demonstrates a proactive approach to identifying process improvements and contributing ideas to enhance workflows, team performance, and client outcomes  - Has high attention to detail and commitment to accuracy across all document production work - Has strong problem-solving and decision-making skills, including handling escalations effectively  - Has the ability to monitor team performance, provide constructive feedback, and support continuous learning - Is comfortable with adopting new technology and tools Essential: - Minimum of 3+ years' experience in a document production and formatting role in a law firm - Minimum of 2+ years' team management experience - Demonstrated experience producing, formatting, updating and quality checking complex documents, including advanced Word function (styles, templates, tracked changes, formatting) - Proficiency in MD Office (Word, Excel, PowerPoint, Outlook) and familiarity with legal/document tools such as PDFdocs, DocuSign, and digital dictation software - Experience meeting tight deadlines while maintaining high standards of accuracy and attention to detail - Proven track record of building constructive working relationships and collaborating effectively within a team - Flexible and adaptable, thriving in a fast-paced environment and able to balance operational oversight with hands-on support as required Yes Hours of Work: 16:00 – 00.00 GMT (from March to October 17:00 – 01:00 SAST, from October to March 18:00 – 02:00 SAST) Full-time, permanent At SmartPA, we believe in rewarding talent and supporting your growth: - Competitive salaries - Full time, remote work - Flexitime initiative: work when you're most productive (core hours: 10:00-16:30 GMT) - 33 days holiday: because rest fuels greatness - Department incentives - Employee Assistant Programme