Purpose of the Role
The Team Leader is responsible for the day-to-day line management and supervision of the Document Services team, ensuring the delivery of high-quality, efficient, and client-focused document production and workflow coordination. Acting as a key link between the UK and Cape Town teams, the Team Leader supports the National Document Services Manager and Head of Operations in driving operational excellence, skills development, and continuous improvement. The Team Leader must also be able to proficiently support or cover for the Workflow Coordinator as required, undertaking all elements of that role to ensure seamless workflow management and business continuity.
Workflow & Service Delivery
- Oversee and coordinate document production workflows, ensuring efficient task allocation and timely completion of all work.
- Monitor project status, intervening and escalating workflow or resourcing issues to the National Document Services Manager or Head of Operations as necessary.
- Ensure quality control checks are completed and all output meets corporate standards, client requirements, and SLAs.
- Support the implementation of new tools, templates, and process improvements.
- Review workflow and capacity figures to ensure Service Level Agreements are monitored and adhered to.
- Liaise with Workflow Coordinators and the National Document Services Manager to ensure adequate support and coverage at all times.
- Liaise with the Document Skills Development Lead regarding quality and turnaround checks, ensuring feedback is provided to the National Document Services Manager.
- Ensure the Document Production Team is utilised effectively across the firm, including resolving issues with internal clients and stakeholders.
Leadership, Supervision & Line Management
- Provide direct line management and supervision to Document Services team members (including Technicians, Workflow Coordinators, and Skills Development Leads).
- Direct the team to ensure smooth day-to-day operations, including workflow coordination and capacity management.
- Conduct regular 1:1s and performance reviews, supporting professional development and training needs.
- Foster a collaborative, inclusive, and high-performing team culture across UK and Cape Town locations.
- Manage team resourcing, shift patterns, and holiday cover to ensure consistent service delivery.
- Address performance, conduct, and wellbeing issues promptly and in line with firm policies.
Training, Development & Resource Management
- Identify training needs, skills gaps, and resource requirements within the team.
- Support the design, delivery, and evaluation of training programmes for core document production tools and best practices.
- Mentor and coach team members, fostering a culture of continuous learning and professional growth.
- Effectively manage team resources to ensure appropriate coverage, skill utilisation, and development opportunities.
Communication & Stakeholder Management
- Act as a key point of contact between the UK and Cape Town teams, ensuring seamless communication and alignment.
- Liaise with internal clients, project managers, and stakeholders to clarify requirements, manage expectations, and resolve issues.
- Represent the team in cross-location meetings, sharing updates, challenges, and successes.
Client Relationship & Service Delivery
- Maintain a consistently high level of client satisfaction, utilising feedback and development tools to monitor and enhance service quality.
- Develop and maintain close working relationships with key stakeholders and service users, acting as a trusted point of contact.
- Proactively resolve client queries and support the National Document Services Manager in delivering outstanding service.
- Take action to mitigate risks relating to service or capacity issues and maintain robust quality assurance programmes for service delivery.
- Collaborate with the National Document Services Manager to identify and drive opportunities to upsell and deliver new services.
- Ensure full adherence to firm policies and procedures in all aspects of client service and delivery.
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Proven experience in document production, workflow coordination, and team leadership within a professional services environment.
- Advanced technical skills in Microsoft Office Suite, document management systems, and document production tools (e.g., iManage, BigHand, PDF editors, DocuSign, Templafy, etc.).
- Excellent organisational, communication, and stakeholder management skills.
- Ability to manage change, drive process improvements, and deliver results under pressure.
- Strong coaching, mentoring, and people development skills.
- Collaborative, adaptable, and solutions-focused approach.
Homeworking & Travel
- Ability to work flexibly and maintain productivity standards when remote.
- Provide a suitable broadband connection and safe homeworking environment.
- Occasional travel to local or other offices (UK or Cape Town) for training, meetings, or operational needs.
We offer a flexible benefits package designed to support your wellbeing and career growth, including medical aid, enhanced family and carers leave, paid professional subscriptions, bonus eligibility, pension contributions, flexible working options, and access to our global learning academy.
We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents. If you require any additional support or adjustments to help you do this, please let us know.
Pinsent Masons is a purpose-led professional services business with law at its core. We help clients navigate complexity with clarity and confidence. When it comes to our people, we believe that nothing about the career experience should be left to chance. That’s why we’re committed to continuously building something that is exceptional by design.
