Schedule: Monday - Friday 9:00am - 6:00pmThe Lead Records Associate is a member of the Williams Lea team delivering exceptional customer service to our clients. Responsibilities include, but are not limited to, fulfilling client records and information governance requests, file and database maintenance or matter mobility using physical, digital and electronic records systems, assignment of special projects, or general office duties as needed.  The Records Lead will coordinate workflow and oversee a small team in the HR Information System.Job duties( denotes an “essential function”)Use established customer service skills to provide job intake, prioritize jobs, and delegate duties to team members according to policies, procedures and client needsThoroughly assess job request and identify correct process needed to create and manage service requestsDirect Quality Assurance process to maintain efficient workflow and assure client satisfactionUtilize appropriate logs and/or tracking software for all assigned work, and monitor the work produced by the team to ensure quality throughout task lifecycle Ensure self and team provide outstanding service to client, build strong customer relationships, meet contracted deadlines for accepting, completing, and delivering all work to client satisfaction Lead team members in completing large or complex jobs i.e. large numbers and/or complex requestsUse extensive knowledge and judgment in records services to navigate unclear requests to ensure compliance with established policies for retention, matter mobility and information governance; provide guidance to team members when interacting with clients on the sameAct as a subject matter expert regarding the records management database, records policies and proceduresInterface and liaise with clients and vendors, peers and other colleagues for any records requests or records software requestsLead projects, as neededProduce required reports on scheduleSuggest improvements to established proceduresResolve operational problems, and communicate with peers, supervisor or client on job or deadline issuesTrain new or junior staff membersHelp foster a proactive environment of continuous service enhancement and relationship building with the clientProcess tasks and conduct activities for direct reports in HR Information System, most often for Time and Absence-keeping, or others as required.Handle sensitive and/or confidential documents and informationAssist peer teams in other service lines, as neededComplete other tasks and assignments as assigned by managementProfessionally interact with clients in person, over the phone or electronicallyAdhere to Williams Lea policies in addition to client site policiesUse equipment and supplies in a cost-efficient mannerBe able to lift up to 50 lbs. on a regular basis, including but not limited to pushing carts of files and lifting boxes of files
