Manager

Description:

• An LLB or JD, plus a Class L1 licence with the Law Society.*
• A minimum of 7 to 10 years of legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice, or equivalent.
• Five of these years should be working in a leadership role, providing guidance and mentorship and contributing to human resources decisions regarding professional and support staff.
• Customer service experience is preferred.
• May be required to travel to attend conferences/courses and will occasionally testify and/or present the Law Society’s position to other jurisdictions with respect to compliance matters.
• Extensive knowledge of the Law Society Act, by-laws and rules.
• Knowledge of the Law Society, including organizational structure, services, mandate, rules and regulations, and its complaints resolution services in particular.
• Substantive legal knowledge with respect to administrative law and other areas of practice.
• Solid understanding of best practices with respect to employee relations, client service management processes, process design and financial/accounting resources.
• Training in Alternative Dispute Resolution/Mediation.
• Proficiency in word processing and database applications, email, and the internet/intranet.
• Superior analytical skills to interpret and reason through complex information.
• Expressive and persuasive in both spoken and written language.

• By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.

KEY ACCOUNTABILITIES:

Client / Customer Service Planning

• 
  In conjunction with the Director, CSC, staff in Complaints & Compliance, other departments in Client and People Services, and staff in other divisions as appropriate, formulates the procedures and criteria for the screening, resolution and routing of complaints to the appropriate persons, departments or other organizations in support of the mandate of the organization and its goals of client service.

• Liaises with Managers other senior staff in the Professional Regulation Division to develop policies for the appropriate management and disposition of complaint files.

• Oversees the work processes in the department, and ensures compliance with all applicable by-laws and other authority.

• In conjunction with the Director, CSC, and Managers and staff in the other departments in the CSC, contributes to the ongoing development, improvement and implementation of policy, process and procedure related to the Client Service Centre to ensure that recommended process and procedural changes are legally sound and to provide for fairness and equity in treatment of paralegals, lawyers and complainants, in keeping with the Law Society Act, by-laws, codes and rules.