Associate Director, Service of Process Fulfillment

Wolters Kluwer; Chicago (IL); Hybrid; USD 95,000 - 169,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in Chicago, IL seeks an Associate Director, Service of Process to lead nationwide receipt, processing, and forwarding of legal documents with accuracy and timeliness.

You will manage multiple teams, drive operational excellence, and partner with Product, Technology, Compliance, and Customer Service to ensure SLAs are met and regulatory requirements are upheld while pursuing workflow improvements and AI-enabled solutions.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 8 years of progressive operations experience, with significant experience leading complex, high-volume, transaction-based or service-oriented operations.
• Minimum of 5 years of people leadership experience, including demonstrated success leading managers and multiple operational teams.

Responsibilities

• Lead day-to-day Service of Process fulfillment operations, ensuring timely, accurate, secure, and compliant receipt, processing, documentation, and forwarding of legal documents across multiple jurisdictions.
• Lead and develop operational managers responsible for teams supporting document intake, processing, quality assurance, exception management, customer support, and fulfillment activities.
• Maintain a strong command of daily operational performance, identify emerging issues, capacity constraints, risks, and customer impacts, and take appropriate action.
• Execute operational strategies and priorities established by leadership, translating objectives into measurable results for teams.
• Ensure adherence to SOPs, SLAs, quality standards, jurisdiction-specific requirements, and established operational controls.
• Monitor and improve KPIs including turnaround time, quality, document accuracy, productivity, backlog, service levels, customer satisfaction, and compliance.

Skills

Operational Leadership

Service of Process Expertise

Performance Management

Regulatory & Compliance Management

Workforce Management

Education

Bachelor's degree in Business Administration, Operations Management, or related field

Tools

Document management

Workflow management

Imaging

Automation

AI-enabled technologies

Job description

Wolters Kluwer in Chicago, IL seeks an Associate Director, Service of Process to lead nationwide receipt, processing, and forwarding of legal documents with accuracy and timeliness.

You will manage multiple teams, drive operational excellence, and partner with Product, Technology, Compliance, and Customer Service to ensure SLAs are met and regulatory requirements are upheld while pursuing workflow improvements and AI-enabled solutions.