Operations Manager

Job Description

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Remote (India), USA

JobType: full-time

Are You Capable of Leading a Team of Home-Based Indian Lawyers and Paralegals to Deliver Exceptional US Immigration Services?

1. Do you have experience in leading and managing a successful remote team?
2. Are you proficient in supervising Immigration Paralegals working remotely?
3. Are you comfortable providing mentorship and coaching to team leads and paralegals?
4. Have you conducted team meetings and one-on-one coaching sessions regularly?
5. Do you consistently review company policies and ensure adherence to them?
6. Do you proactively identify and resolve operational challenges by implementing effective solutions?
7. Can you inspire and guide a remote team while sustaining high levels of performance?
8. Are you skilled at discovering hidden opportunities for process improvements and executing practical solutions?
9. Are you at ease working in a culture that prioritizes honesty and productivity over politeness?

If you answered “yes” to these questions, we would be eager to connect with you.

Job Overview:

In the role of Paralegal Remote Operations Manager, you will be instrumental in leading and overseeing a high-performing remote team of Immigration Paralegals.

This role demands strong leadership capabilities, operational proficiency, and a solid understanding of managing both people and processes. The ideal candidate is highly organized, results-driven, and possesses excellent communication and problem-solving abilities. You should have a passion for innovation and client satisfaction, coupled with an unwavering commitment to excellence.

Requirements

What You Will Do:

1. Team Leadership & Management
2. Conduct weekly team meetings to discuss updates, challenges, and best practices.
3. Topics include process updates, performance reviews, and operational issues.
4. Maintain a positive and engaging atmosphere in meetings with interactive elements.
5. Follow structured procedures for recording and sharing meeting notes using Fathom.
6. Hold regular one-on-one and skip-level meetings to provide feedback and address concerns.
7. Mentor and coach team leaders (TLs) and team members on client handling, time management, and communication.
8. Address performance gaps through discussions and improvement plans.
9. Ensure adherence to company policies and procedures.
10. Monitor and enforce process consistency, such as updating trackers, using correct email templates, and following workflow steps.
11.  Provide structured feedback and coaching when mistakes occur.

II. Operational Excellence

1. Ensure a continuous upward trend in petition processing and submission rates.
2. Track case endorsements, and assignments, and ensure timely updates in trackers (e.g., Proofreading Log, Packet Completion Tracker).
3. Monitor and review escalations daily, analyze root causes, and discuss solutions with Team Leads (TLs).
4. Maintain escalations below the set target and implement preventive measures.
5. Review inbound/outbound client calls to identify training needs.
6. Monitor Zoho Desk for ticket response times, SLAs, and proper assignment.
7. Take action on unassigned, overdue, or SLA-breaching tickets.
8. Review closed tickets daily for inconsistencies and follow up with TLs and paralegals.
9. Ensure cases are updated properly, past-due cases are addressed, and user notes/profile data reflect case progress.

III. Relationship Management

1. Strengthen relationships with internal departments for smoother workflows and better compliance.
2. Address client inquiries and concerns promptly and professionally.
3. Identify and resolve pain points using cause-and-effect metrics.
4. Implement strategies to maintain an upward trend in customer satisfaction (CSAT).
5. Strive to exceed client expectations and ensure 100% satisfaction.

IV. Process Management

1. Assign resources efficiently and prioritize tasks to meet deadlines.
2. Track case progress and proactively address potential roadblocks.
3. Establish benchmarks, monitor performance metrics, and track progress.
4. Regularly share performance updates and findings with stakeholders.

V. Training & Development

1. Develop and deliver training on new laws, regulations, and best practices for the Immigration Paralegal team.
2. Assess the impact of training programs and learning initiatives.
3. Identify knowledge gaps and implement controls to prevent errors.
4. Analyze data to uncover opportunities for skill development and process optimization.

Qualifications:

1. Immigration Paralegal Experience (5+ years)
2. 3+ years of proven, progressive experience in managing and leading high-performing teams.
3. Bachelor’s degree in Business Administration, Operations Management, or a related field. 
4. Strong planning and organizational skills.
5. High-level communication proficiency.
6. Customer/client focus with a dedication to delivering the best outcomes.
7. Capable of adapting to changing priorities and managing multiple tasks effectively.

Good to have Skills

Operations

Program Management

Project Management