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
skills
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
experience
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
work remotely
Yes
schedule
Hours of Work: 16:00 – 00.00 GMT (from March to October 17:00 – 01:00 SAST, from October to March 18:00 – 02:00 SAST)
job type
Full-time, permanent
what's in it for you?
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)