Document Production Team Lead

We have an exciting opportunity for a Document Production Team Lead (Evening Shift) to join our Document Production team, based in A&O Shearman’s Belfast Office. The working hours for this position are Monday-Friday, 15:00-23:00pm.

To support successful integration into the team and business, an initial period of office-based training will be required, after which the role can be performed remotely from anywhere within Northern Ireland.

The team lead is responsible for the day-to-day leadership, supervision, and operational oversight of the evening shift within a 24/7 document production environment. The role ensures the delivery of a high-quality, client-focused service, providing leadership, coaching, performance management and escalation support while maintaining service levels, operational resilience, and employee engagement.

Leadership and people management

• Lead, motivate and develop a team of document specialists and workflow coordinators during the evening shift.
• Conduct regular coaching, performance and development conversations.
• Support recruitment, onboarding and training activities.
• Foster a positive, inclusive and high-performing team culture.

Operational management

• Oversee shift operations, ensuring workload is managed effectively and service level commitments are achieved.
• Monitor capacity, priorities and workflow distribution, making real-time decisions to meet client deadlines.
• Act as the primary escalation point for operational and service issues during the shift.
• Ensure effective handovers and communication between shifts to support seamless 24/7 service delivery.

Client service and quality

• Promote a culture of exceptional client service and quality.
• Ensure work is completed accurately, efficiently and in line with departmental standards.
• Manage client escalations and support resolution of complex or urgent requests.
• Drive continuous improvement in service delivery, quality and productivity.

Business continuity and improvement

• Support operational resilience and business continuity planning.
• Identify risks, trends and improvement opportunities and implement appropriate solutions.
• Contribute to workforce planning, engagement initiatives and operational change projects.

• Previous leadership or supervisory experience within a document services or professional services environment.
• Strong understanding of workflows and client service delivery.
• Advanced Microsoft Office skills, particularly Word, PowerPoint, Excel and Adobe Acrobat.
• Excellent communication, organisational and stakeholder management skills.
• Ability to prioritise, make decisions and perform effectively in a fast-paced, deadline-driven environment.
• Experience working within a 24/7 or shift-based operation is desirable