BIC Operations Manager

Cooley is seeking a BIC Operations Manager to join the Business Intake and Conflicts team.

Position summary: The BIC Operations Manager is responsible for creating and leading the function within BIC formalizing the training efforts across the BIC department currently managed within each division. This includes developing and implementing training programs for business processes and skills across all roles in the department, both for new joiners and continuing training, development, and assessment of those already in their established roles. Additionally, the role involves creating training programs, materials, and events for individuals outside the department, such as attorneys and secretaries and practice team assistants. The position also includes responsibilities for knowledge management and documentation to ensure that training materials and processes are well-documented and easily accessible for ongoing updates.  Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

• Develop and implement comprehensive training programs for the BIC department, including onboarding for new joiners and ongoing training for current employees
• Develop and implement processes and procedures for documenting best practices, individualized skills road maps, taking into consideration BIC’s individual division’s needs, and employees’ professional development goals
• Develop visual presentations for internal team; improve draft program materials to conform to firm and department brand standards
• Develop and maintain the BIC training platform, ensuring it is user-friendly and accessible
• Stay updated with and research the latest trends in learning and development delivery tools and make recommendations to implement them to streamline training processes and improve our programs
• Coordinate, alongside subject matter experts, training sessions, workshops, and seminars for BIC business professionals and stakeholders (e.g. attorneys, secretaries, practice team assistants)
• Implement a “train the trainer” program to expand the group of BIC personnel delivering training
• Manage the logistics of training events, including securing meeting rooms, coordinating set-up, arranging food and beverage service, and ensuring technology/AV requirements are met
• Create communication plans for training events; draft, review, and send program communications
• Provide on-site support during training events, conferences, and other programs, as needed
• Develop and implement processes and procedures for identifying high-performing BIC members, as well as those with specific challenges; ensure that appropriate mentoring and training is deployed to assist with the development of these members in concert with BIC management
• Develop processes and procedures to facilitate the exchange of more frequent and robust feedback between BIC leadership, divisional managers and supervisors, and peers across teams outside of the formal evaluation process
• Develop and implement initiatives to promote BIC employee engagement
• Meet regularly and collaborate with BIC Leadership and other stakeholders to gather requirements, coordinate resources, and deliver training solutions that meet the needs of the department
• Develop knowledge of department functions to recommend and implement collaborative solutions.
• Design surveys and program evaluations for optimal and consistent data collection; create initial drafts of executive summary reports
• Act as a trusted advisor between the BIC business unit, technology teams, and other business professional support teams
• Evaluate the effectiveness of training programs and make necessary adjustments to improve outcomes
• Serve as primary BIC CooleyNet (external) and BIC SharePoint (internal) Knowledge Bank page administrator; coordinate with Technology and Innovation, as needed for page maintenance and structural updates; organize layout for optimal user experience; collaborate with senior team members to optimize layout and improve usage, including collecting and analyzing site data
• Collaborate with HR on the onboarding and integration of new BIC members.
• Maintain policies, procedures, and accomplishments for annual Firm audit. Draft annual audit response for review and approval
• Maintain and share all relevant information and/or lessons learned
• Attend meetings, draft meeting minutes, and obtain approvals to proceed, when required
• All other duties as assigned or required

Skills and experience:

Required:

• After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
• Ability to work extended and/or weekend hours, as required
• Ability to travel, as required
• 5+ years of combined conflicts, legal intake, or training experience

Preferred:

• Bachelor’s or JD
• Knowledge and experience with complete conflicts resolution strongly preferred
• Paralegal Certificate or completion of an ethics course in paralegal program
• Prior experience as a paralegal or legal researcher in a law firm
• Supervisory experience

Competencies:

• Strong customer service focus
• Strong organizational and follow-up skills with attention to detail
• Excellent written and oral communication skills with technical and non-technical audiences
• Ability to work independently with little or no supervision
• Ability to work in a fast-paced, challenging environment
• Strong ability to prioritize manage multiple tasks and shifting priorities
• Effective, efficient, and collegial communication skills, including interpersonal, written, and presentation
• Willingness to receive and process constructive critical feedback
• Ability to work harmoniously and effectively with others as part of a team
• Ability to gain trust, confidence and buy-in with stakeholders, understanding and addressing priorities to enable business objectives
• Demonstrated ownership, commitment to the job, and initiative
• Confidentiality and discretion
• Creative thinker and problem solver

Reporting to this position: No direct reports. 

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.

The expected annual pay range for this position with a full-time schedule is $110,000 - $155,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.