Legal Document Production Team Leader

The Legal Document Production Team Leader is responsible for leading a high-performing document production team while maintaining exceptional standards of accuracy, quality, and turnaround. The role combines people leadership, operational oversight, and a strong focus on continuous improvement to ensure a consistently high level of client service.

Team Leadership

• Lead, coach and support a team of legal document production specialists, setting clear expectations and performance standards 
• Conduct regular 121's, team meetings, and performance discussions to support engagement, accountability, and development
• Provide hands-on support with complex or high-risk document production tasks as required 

Operations & Service Delivery 

• Oversee the day-to-day team operations, ensuring workloads are effectively planned, delegated, and delivered to agreed service levels 
• Maintain the highest standards of accuracy, output, and turnaround across all document production work
• Act as the first point of escalation for workflow challenges, quality concerns, or client expectations 
• Provide hands-on support with complex document production where required
• Ensure the team meets or exceeds individual and team targets and service level agreements (SLAs) 
• Champion best practice and support the adoption of new technology and tools

Process Improvement & Quality

• Monitor productivity, quality, and team performance; investigate errors and addressing issues constructively 
• Identify opportunities to improve workflows, processes, and ways of working, supporting implementation of changes
• Maintain clear process documentation and encourage knowledge sharing across the team

Stakeholder Management 

• Follow up all client concerns and queries effectively, representing issues on behalf of the account manager where needed. 
• Build and maintain strong day-to-day relationship with the client
• Support with service reviews, contributing to positive client outcomes and long-term partnerships

We're looking for someone who:

• Has proven ability to lead, coach and develop a team in a high-standards, client-focused environment 
• Has strong organisational and workload management skills, able to prioritise competing tasks while maintaining quality and accuracy
• Has excellent communication skills, able to engage confidently and professionally with stakeholders at all levels
• Demonstrates a proactive approach to identifying process improvements and contributing ideas to enhance workflows, team performance, and client outcomes 
• Has high attention to detail and commitment to accuracy across all document production work
• Has strong problem-solving and decision-making skills, including handling escalations effectively 
• Has the ability to monitor team performance, provide constructive feedback, and support continuous learning
• Is comfortable with adopting new technology and tools

Essential:

• Minimum of 3+ years' experience in legal document production
• Minimum of 2+ years' team management experience
• Demonstrated experience producing, reviewing, and managing complex documents, including advanced word function (styles, templates, tracked changes, formatting)
• Proficiency in MD Office (Word, Excel, PowerPoint, Outlook) and familiarity with legal/document tools such as PDFdocs, DocuSign, and digital dictation software
• Experience meeting tight deadlines while maintaining high standards of accuracy and attention to detail
• Proven track record of building constructive working relationships and collaborating effectively within a team
• Flexible and adaptable, thriving in a fast-paced environment and able to balance operational oversight with hands-on support as required

Yes

Hours of work: 09:00 - 17:30 GMT (from March to October 10:00 - 18:30 SAST, from October to March 11:00-19:30 SAST

Full-time, permanent

At SmartPA, we believe in rewarding talent and supporting your growth:

• Competitive salaries
• Full time, remote work
• Flexitime initiative: work when you're most productive (core hours: 10:00-16:30 GMT)
• 33 days holiday: because rest fuels greatness
• Department incentives
• Employee Assistant Programme 

At SmartPA, we don’t just provide support – we transform it. Our vision is to deliver a world-class, human-centred, tech-enabled PA and admin service that delivers measurable results, today and into the future.

Trusted by global leaders in industries like tech, automotive, retail and legal, we’re the engine behind smarter, more efficient operations. With a vibrant, client-focused culture and a team driven by creativity, no two days at SmartPA are ever the same! 

As we continue to grow rapidly, this is your opportunity to join us on the journey to becoming the most optimised administrative organisation in the world. If you’re ready to challenge the status quo and create meaningful impact, we want to hear from you!