Account Specialist

2 weeks ago

Taguig, National Capital Region, Philippines B & M Global Services Manila, Inc. Full time

Full time

Add expected salary to your profile for insights

The Account Specialist I, Office Support will work with the Supervisor in the operational tasks, particularly in workload management. They will also be involved in some quality-related tasks as but not limited to internal quality audits and client-reported incidents.

The role holder is also responsible for organizing and facilitating client meetings and presentations. They will be assisting the subject matter experts in process documentation and alignment. In addition, they are expected to be heavily involved in the execution of initiatives based on the approved business plan and other business improvement programs.

Responsibilities:

Operational Management

  • Manage the team's mailbox/ServiceNow and allocate work to IPDAs; ensuring that appropriate tagging of work is done by its category and complexity
  • Analyze requests/inquiries raised by the clients and other IPSU stakeholders and apply resolutions promptly
  • Generate docket reports, update relevant records, and liaise with internal and external clients as appropriate
  • Coordinate with the stakeholders for any process and operational work-related concerns

Process and Documentation

  • Document and circulate processes updates
  • Coordinate with different IPSU stakeholders in formulating, aligning, and improving operational processes

Quality

  • Conduct quality audit e.g. sampling audit, high-level checks, renewal post-audit, and provide feedback to leaders as to the performance of members and recommend interventions as needed
  • Participate in validating and investigating any incidents reported by IPSU stakeholders
  • Assist in reviewing the process document completed by Account administrators before publication to IPSU stakeholders

Client Relation Management

  • Organize and facilitate meetings and calls with clients, BM managing offices, and agents
  • Organize client walkthroughs and provide team overview presentations to clients and new hires

Business Plan

  • Collaborate with the leaders in preparing the yearly business plan, and monitoring and executing the agreed initiatives and action items
  • Conduct a regular review of the existing processes to determine any areas of improvement and formulate initiatives as appropriate

Training

  • Work with leaders in facilitating huddles, training, and other process-related discussions within the team

Others

  • Perform other tasks as may be required by the IPSU Management Team
Skills and Experience:
  • Bachelor's degree and with good academic credentials
  • Strong work experience in IP matters
  • Solid experience in using electronic databases and applications, which are designed for the maintenance of an intellectual property portfolio
  • In-depth knowledge and expertise of IPSU's processes as well as IP laws and procedures.
  • Some practical experience that provides back-office IP support to Global IPTech's clients and managing Baker McKenzie offices within a medium- to large-sized IP portfolio
  • Strong problem-solving skills, effective decision-making skills, provides solutions with the business objectives in mind
  • Above-average communication skills, both written and oral
  • Ability to prioritize and work independently with limited supervision
  • Ability to stand pressure and work beyond normal working hours
  • Ability to maintain the highest level of confidentiality
  • Quick learner and has a keen eye for detail
  • Has a strong sense of responsibility, initiative, integrity, and commitment to work
  • Ability to multi-task and to prioritize and produce quality results under significant time constraints
  • Strong team player with excellent analytical and interpersonal skills, able to effectively deal with and manage people at all levels
  • Understanding of the client's business and how IPSU contributes to the delivery of its services
  • Effective presentation and client relationship skills
  • Ability to write reports containing technical information as well as management reports
  • Must be able to work on a flexible schedule including days, nights, weekends, and holidays as may be required
  • Proficient in MS Office Applications particularly Word, Excel, Outlook, and Internet

Established in 2000 as a pioneer in the legal industry, B&M Global Services Manila is currently the largest shared services center of leading international law firm brand, Baker McKenzie. B&M Global Services Manila is part of a global network of service centers which provides support and strategic service delivery solutions to the firm's 77 offices across 46 countries. Aside from providing world-class careers in various fields, it also offers a professional development program, exposure to global best practices, and opportunities to give back to the community through Corporate Social Responsibility initiatives.

Close to 1,000-strong, its people are its greatest asset. Cultivating their trust and focusing on their agility and passion enables the company to become strategic partners to Baker McKenzie lawyers worldwide

Established in 2000 as a pioneer in the legal industry, B&M Global Services Manila is currently the largest shared services center of leading international law firm brand, Baker McKenzie. B&M Global Services Manila is part of a global network of service centers which provides support and strategic service delivery solutions to the firm's 77 offices across 46 countries. Aside from providing world-class careers in various fields, it also offers a professional development program, exposure to global best practices, and opportunities to give back to the community through Corporate Social Responsibility initiatives.

Close to 1,000-strong, its people are its greatest asset. Cultivating their trust and focusing on their agility and passion enables the company to become strategic partners to Baker McKenzie lawyers worldwide

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