The Law Society of Upper Canada

Analyst, Client Service Centre, Corporate Services - contract/secondment to November 29, 2019

CA-ON-Toronto
Job ID
2017-1510
# Positions
1
Job Type
Full Time
Years of Experience
3
Term
Contract/secondment to November 29, 2019

OVERVIEW

JOB PURPOSE:

 

The Analyst, Client Service Centre supports the efficient operation of the CSC, focusing on the activities of the Manager & Senior Counsel, and on all issues relating to Law Society licensee data and reporting needs. The Analyst also works with the Law Society’s IT department on analysis and data validation of database functions, with respect to the databases and IT systems used in the CSC. The Analyst performs his or her duties under minimal supervision and general guidance, using business intelligence software to conduct complex analyses, which may require collaboration across departments and divisions in the Law Society. The Analyst will produce statistical reports, recommend approaches for handling data or statistics requests, and document and manage the way the Law Society tracks statistics and responds to internal and external requests for data. The Analyst also works with the Coordinator, CSC to prepare reports, manage the testing for technology projects in the CSC, and manage website and The HUB content for the department. The Analyst acts as a resource for the Managers in the Client Service Centre on all issues relating to Law Society data and statistics and on most issues relating to technology.

 

QUALIFICATIONS REQUIRED:

 

  • A university degree or college diploma in Computer Science, Math, Statistics or a related field, plus a Law Clerk’s certificate and membership with the Institute of Law Clerks of Ontario or a licence with the Law Society.
  • 3 years client service related experience, preferably in a legal or regulatory environment, which includes responsibility for analytics and varied written communications, and demonstrated experience dealing with complex reporting and data requirements.
  • Excellent grasp of delivering superior client service.
  • Knowledge of the rules, regulations and guidelines of the Law Society, Client Service Centre and the business units in the CSC.
  • Demonstrated organizational and administrative skills in order to prioritize activities and assignments, and to provide effective coordination and support to members of the CSC management team.
  • Excellent attention to detail, analysis, and time management skills.
  • Excellent interpersonal skills in order to establish and maintain productive working relationships.
  • Ability to perform data reconciliations between multiple platforms with similar data sets to ensure data quality.
  • Solid understanding of statistics and analytics, with the ability to analyze trends.
  • Advanced Excel skills: knowledge of pivot tables and VLOOKUP required.
  • Proficiency in word processing (WORD, Adobe PRO), spreadsheets (EXCEL), database software (AS400, Inspector, IRIS, Access), content management platforms (SharePoint), and the internet and intranet.
  • Ability to conduct complex data analysis with business intelligence software (IBM Cognos Business Insight Advanced, SAP Crystal Reports) and create complex reports.
  • Solid understanding of technology, particularly application of technical solutions to work processes and procedures.
  • Demonstrated leadership skills to manage the UAT testing of major projects related to the CSC, including the drafting of test scripts, overseeing the completion of UAT testing, and training or helping business users in the CSC with new work processes and procedures.
  • Ability to plan and conduct on line and paper file historical searches across multiple databases.
  • Clear, concise and articulate communication skills to effectively respond to internal and external requests for data and statistics, to share professional knowledge with the CSC management team and staff, and to communicate and coordinate priorities, standards and protocols in an audience appropriate manner.
  • Well-developed written communication skills in order to develop a range of correspondence and documentation for the Manager & Senior Counsel.

KEY ACCOUNTABILITIES

Client / Customer Service Planning

 

  • Works closely with the Manager & Senior Counsel, the CSC Coordinator and the CSC management team to coordinate the planning, allocation and prioritization of resources with respect to department operations. 
  • Reviews reports and other documents relevant to data requirements and provides feedback to the Manager & Senior Counsel. 
  • Independently uses business intelligence software to perform analyses of varying complexity in order to respond to internal and external requests for data/statistics.
  • Develops working relationships with multiple level contacts from business units within the CSC, IT, and other departments and divisions across the Law Society. 
  • Manages and oversees the UAT testing of complex technology projects, communicates issues and recommends possible solutions or improvements. 
  • Is responsible for ensuring that website content, including applications, is up to date and conforms to accessibility standards. 
  • The Analyst, CSC is responsible for providing service to licensees and the public related to CSC processes and data/statistics, and for providing technical support and analysis to the Manager & Senior Counsel and members of the CSC management team to ensure timely completion of projects or tasks relating to the CSC.

 

Client / Customer Service Delivery

 

  • Provides effectively, timely responses to internal and external requests/inquiries and leads/coordinates the resolution of concerns relating to CSC data and reports.
  • Coordinates ongoing continuous improvement activities in the CSC. 
  • Collaborates with all CSC departments and other departments in Corporate Services, and outside Corporate Services, on issues relating to the CSC. 
  • Prepares complex statistical analyses and reports for the Manager & Senior Counsel.

 

Financial Responsibility

 

  • Together with the CSC Coordinator, maintains office equipment and supplies, and is jointly responsible for ordering of supplies and equipment as required. 
  • Ensures the safe and efficient operation of office equipment. 
  • Tracks statistics for the CSC and runs tracking/audit reports for the Manager & Senior Counsel. 
  • Recommends software purchases required to create accessible applications and content, and to track/analyze statistics.

 

Performance Goals, Targets and Standards

 

  • Monitors and reports on the achievement of existing performance goals and standards, and assists the Manager & Senior Counsel and CSC Managers to establish and monitor departmental and CSC goals with respect to quality and timeliness. 
  • Engages in continuous process improvement with respect to the databases and IT systems used in the CSC, tracking and resolving end user issues, identifying and addressing requirements, and managing testing. 
  • Works closely with the Managers to implement improvements to system capabilities and work processes with respect to electronic capture and communication of information.
  • Works with staff across the CSC to coordinate major projects and Law Society initiatives, including ensuring that appropriate test scripts are developed.

 

Team Membership

 

  • Is a key member of the Client Service Centre team and ensures that the activities of the office of the Manager & Senior Counsel and the CSC occur in a systematic, coordinated and coherent fashion. 
  • Collaborates with the Manager & Senior Counsel and CSC Managers to plan and align operational requirements with electronic and personnel resources. 
  • Works with the CSC management team to provide support and coordination as required, ensuring that the CSC’s objectives are met. 
  • Collaborates with staff from departments/divisions across the Law Society to complete complex data/statistics requests. 
  • Works with IT to complete the analysis and data validation of database functions, with respect to the databases and IT systems used in the CSC. 
  • The Analyst, CSC provides leadership to staff in the CSC through guidance, training and problem solving in order for the CSC to provide accurate and timely information to clients accessing the CSC. 

COMPETENCIES

Communication and Interpersonal Skills

 

  • The requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.

 

Team Orientation

 

  • The requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.

 

Continuous Improvement

 

  • The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

 

Problem Solving and Judgement

 

  • The requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.

 

Technical Competence / Professional Knowledge

 

  • The requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.

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