The Law Society of Upper Canada Assistant Manager, By-Law Administration Services, Client Service Centre, Corporate Services in Toronto, Ontario
The Assistant Manager, By-Law Administration Services (BAS) ensures the timely administration of (and compliance with) numerous lawyer and paralegal requirements mandated under the Law Society Act and various by-laws, codes, and rules, including certain licensing applications and reporting obligations, such as exemptions for illness and age 65, surrender of licence, professional corporations (name certificates, certificates of authorization, and annual renewals), and status change follow-ups. Oversees all Law Society and LawPRO monthly administrative suspensions, including mandated due diligence for Law Society filing suspensions and is also responsible for the development and testing, in conjunction with the Manager, BAS and the Manager & Senior Counsel, Client Service Centre (CSC), of the Lawyer and Paralegal Annual Reports.
An LLB or JD, plus a Class L1 licence with the Law Society of Upper Canada.
A minimum of 7 to 10 years of legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice. Up to 5 years of experience should be in a leadership role, providing guidance and mentorship and contributing to human resources decisions regarding professional and support staff. Customer service experience is preferred.
Knowledge of the Law Society Act, By-Laws and Rules.
Knowledge of the Law Society, including organizational structure, services and mandate.
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 data base applications, e mail, and the internet/intranet.
Superior analytical skills to interpret and reason through complex information.
Expressive and persuasive in both spoken and written language in facilitating resolution and disposition of complaints.
Bilingualism is considered an asset.
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.
Client / Customer Service Planning
Together with the Manager, By-Law Administration Services, ensures timely and accurate response to inquiries from lawyers and paralegals about the collection, organization and recording of By-Law Administration Services related material, including annual filings and various applications.
Confirms that recommended process and procedural changes are legally sound and provide for fairness and equity in treatment of licensees, in keeping with the Law Society Act, by-laws, codes and rules.
Monitors the provision of services to licensees.
Evaluates, recommends and implements changes to associated work processes.
Ensures that By-Law Administrative Service processes conform to all applicable by-laws, rules and acts.
Initiates compliance reporting and database development, as well as indirectly providing input to Bencher Committee reports, as required.
Client / Customer Service Delivery
In conjunction with the Manager, establishes policies and procedures, and monitors the performance of staff and systems related to the areas of responsibility of the department, and ensures that results are timely and consistent with established service standards and benchmarks.
Monitors service delivery of individual staff and takes action as required ensuring that established standards relating to all processes are maintained, including:
Lawyer and Paralegal Annual Report development, distribution, electronic filing development, form submission review including, consulting with stakeholders to coordinate development of form content for submission to Committee and Convocation. Works with the IT department to extensively develop and test annual reporting forms, electronic filing, error reporting, and portal development.
All Law Society and LawPRO monthly administrative suspensions, including mandated due diligence for Law Society filing suspensions mandated under the Law Society Act (Annual Report, Annual Fee, Late Fees, Insurance, CPD, MDP & Affiliation) for both lawyers and paralegals. Coordination with Finance, Membership and LawPRO, arrangement of monthly meeting with Summary Order Bencher to sign Orders. Liaison with Bencher and Policy areas regarding suspension policy matters. Prepare and mail suspension reminders and notices to licensees (due diligence), execute suspension process, notify appropriate parties/agencies of suspensions, arrange publication of suspension records.
Coordination of the Law Society’s response to the appeal of administrative suspension orders to the Law Society Tribunal.
Appearance when necessary as expert witness at Law Society hearings, or as witness in court matters involving lawyer or paralegal suspension or filing records.
Responsible for ensuring compliance and good character for approvals/renewals under several by-laws, the Rules of Professional Conduct and legislative acts for the following application and review processes:
Exemption from paying the annual fee and submitting the annual report
Surrender of Licence
Provides legal counsel and guidance to team members with respect to applications received by licensees and compliance issues relating to licensees and in some cases makes arguments before a committee of Benchers or a panel of Benchers. Areas include, but are not limited to:
Appeals of Administrative Suspensions
Coordinates and oversees extensive development, implementation and collection of lawyer and paralegal annual filings, including electronic filing systems.
Provides substantive and operational leadership to a staff of Law Clerks.
Hires, trains, develops and evaluates employees accountable to the Assistant Manager in accordance with Law Society policies and human resources best practices.
Oversees the coordination of work assignments to staff in By-Law Administration Services and together with the Manager, ensures that results are timely and consistent with service standards.
Fosters a positive working environment by clarifying goals, building the commitment of individuals, strengthening the group’s collective skills and encouraging creativity, problem solving and appropriate alternative dispute resolution.
Fosters a team environment by role modeling leadership behaviour, empowering employees and building team capacity.
Assists the Manager in developing and managing the By-Law Administration Services budget.
Contributes to the development of RFPs and project specifications, and manages relationships with vendors and service providers as applicable.
Performance Goals, Targets and Standards
Engages in continuous process improvement, recommending and initiating changes as required.
Together with the Manager, develops, improves and implements policies, processes and procedures related to By-Law Administration Services.
Contributes to the definition and implementation of the Law Society and CSC quality and client service mandate, through establishment and implementation of work processes, procedures and standards, monitoring performance, and evaluating the effectiveness of services provided to licensees and the public across the areas of responsibility.
Establishes and monitors performance goals, targets and standards within the By-Law Administration Services area, and engages staff in continuous training, development and performance improvement initiatives.
Provides ongoing guidance and ensures knowledge transfer, evaluation of process and ongoing improvement on various legal subjects to employees through the development of training programs and procedures.
Works in conjunction with the Manager and other departments to ensure the ongoing improvement of processes within the CSC, continuously monitors work processes and procedures, re engineering of work processes within the area, and establishing new processes and protocols as goals and targets shift with new Law Society initiatives.
Assists in developing statistical reports and analysis regarding transactions the department is responsible for, in order to report on work done and plan for the future.
This position is responsible for interpretation and application of by-laws as they relate to department processes, as well as the Rules of Professional Conduct, the Paralegal Rules of Conduct, the Rules of Practice and Procedure, the Law Society Act, and other legislative acts.
In conjunction with the Manager the incumbent identifies emerging issues and develops policies that will support enhanced performance.
Continually assesses policies and procedures and identifies opportunities for policy development or change in areas related to the work done in By-Law Administration Services.
Prepares legal research, reports and analysis in support of policy development, as assigned by the Manager.
Works closely with the Manager, staff, other members of the CSC management team, and with representatives of other Law Society divisions, to ensure quality in the delivery of services.
Also works closely with LawPRO, the Law Foundation and external service providers in the identification of reporting and process improvements to better serve Law Society stakeholders.
Acts as a legal expert in By-Law Administration Services ensuring a consistent, timely and efficient approach to the work done in the department.
Works closely with the Manager and other department managers, to develop, and ensure adherence to, processes related to the accuracy, currency, integrity and security of information.
- The requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).
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.
- 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.
- 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.
- The requirement to work towards and embrace change in the workplace.
- The requirement to behave with integrity, credibility and honesty when dealing with others, as well as the requirement to grow and develop employee capabilities.
System ID: 2017-1407
Job Type (EN): Full Time
Term (External): Permanent