People
- Act as project lead, serving as primary point of contact for eDiscovery/eDisclosure clients and case teams.
- Consult with clients regarding best practices for data handling including in-depth data analysis to workflows in line with best practices and TDCI processes and procedures
- Design project workflows, set up review workspaces and verify and document project requirements
- Provide direct user support in the Relativity platform, to include handling of document production requests, using required quality assurance procedures for processing, review, and productions
- Create and maintain all project documentation, tracking logs, work request details and tickets
- Communicate directly with clients by phone/conference, and make recommendations about platform and tools (to clients and also internal stakeholders)
- Engage in technical planning for handling custom data sets and formulate plans for searching/filtering/culling data
- Provide technical support to clients and escalate to appropriate internal or external support teams
Leadership
- Supports and models Client Services strategy and operational initiatives
- Works closely with management to develop and implement departmental goals
- Follows, supports and promotes all TCDI SOPs, work instructions and documentation requirements
Defensible Process Management
- Promote and apply principles of Lean Six Sigma (LSS) for continuous process improvement, reducing waste and variability, and enhancing overall customer satisfaction
- Collaborate with other project managers and departments to eliminate waste, eliminate the number of non-value-added steps in processes, and analyse and improve process workflows, product features and cycle times
- Maintain and manage departmental and project-specific work instructions and standard operating procedures
Managerial
- Responsible for the CS queue, ensuring that requests are received, triaged, executed and completed on-time and correctly within CS and across departments.
- Provide monthly invoice amounts for client billing and midmonth estimates,
- Bi-monthly time review, entry and end-of-month approval
- Train clients and new/existing employees on TCDI products and processes
- Completes all required reporting, including project updates
- Assist with questions and problems courteously and promptly
- Assist with employee onboarding and separation, including related tickets and scheduling
- A minimum of 5+ years’ experience providing eDiscovery services
- Substantial experience managing Relativity workspaces
- Relativity Certified Administrator (RCA) and/or Relativity Analytics Specialist certifications preferred
- Certifications from Nuix, ACEDS and/or other organisations also desirable
- Understanding of search syntax and techniques from industry search engines such as dtSearch and Lucene
- Clear understanding of TCDI products and services, including Nuix and Relativity
- Clear understanding of the Electronic Discovery Reference Model (EDRM)
- Knowledge of eDiscovery lifecycle and applications to include understanding of data processing, review and production workflows
- Successful track record in managing projects on budget and within established deadlines
- Demonstrated ability to be a leader and provide direction
- Ability to organise and manage multiple tasks and priorities in dynamic, fast-paced environment
- Willingness to jump into other areas as needed and adapt to a rapidly-changing environment and to rapidly-changing requirements
- Ability to manage resources and time effectively
- Adherence to processes and procedures while remaining results-oriented, with ability to “think outside the box”
- Track record for bringing critical thinking to technology and workflow processes
- Desire to work in a fast-paced environment in order to meet deadlines
- Strong attention to detail
- Advanced computer skills, including Microsoft Office
- Excellent interpersonal and written and oral communication skills
- Excellent customer service skills and ability to maintain effective relationships, both within the company and with clients
- Strong team player
- Maintain confidentiality
- Maintain a clean and secure work area
- Bachelor’s degree in related field and/or equivalent experience
- Pass background checks
- Work varied hours to meet business needs
- Hybrid working arrangements (combining work in the London office with remote work within the UK) are available
- Daytime office hours, with flexibility in accordance with the needs of the business
- Standard office environment
- Prolonged computer work daily
- Some travel may be required
