Senior Assistant Director, Service Bureau and eLitigation (1-Year Contract)

Senior Assistant Director, Service Bureau and eLitigation (1-Year Contract)

About the Role

We are looking for a seasoned operations leader to take overall charge of the Service Bureau (a public-facing service point providing filing, processing and enquiry services) and the eLitigation (a digital platform for electronic court filings) user experience. You will own operational performance, service standards, and the customer experience across both, and serve as the primary conduit to the management of the Judiciary for insights, reporting, and escalations.

Key Responsibilities

Vendor and Operations Oversight

• Serve as the primary point of contact and work closely with the Judiciary to monitor the appointed vendor’s operational performance against KPIs and service level commitments of the Service Bureau
• Conduct regular service reviews, audits, spot checks and review operational reports and validate against on-the-ground ...