Description We're hiring for a Trademark Renewals Assistant Manager to join our IP firm and play a key role in managing renewals, supporting teams, and delivering excellent client service. Role responsibilities Supervision Ensures team members achieve performance objectives Establishes unit vision and direction and motivates/inspires team Evaluates team processes and obstacles and adapts processes to enhance delivery and performance of team Fosters good team morale Ensures adherence to HR policies and procedures Stand-in for senior and junior team members, when required Conducts and documents formal performance reviews Ensures each team member has a personal development plan Instructions to Prosecution Partners Send instructions to Prosecution Partners to update instructing and debiting agents accordingly on Patricia Send instructions to Prosecution Partners to update SI according to clients' requirements Client Service Builds effective rapport/relationships with clients and treats them as business partners Actively seeks and listens to clients' needs, suggestions and feedback Takes a genuine interest in clients and shows energy and enthusiasm in satisfying their needs Consistently meets, and at every possible opportunity, exceeds client expectations Committed to continuous improvement of service Responds to client queries and complaints promptly and effectively Readily re-adjust priorities to respond to pressing and changing demands Expeditiously escalates those issues and problems which cannot be resolved to higher levels of authority Ensures all relevant items in WIP are gathered by the end of each month Keeps record of invoices and credit notes created to ensure they have been approved, finalised and dispatched by month-end Communication Communicates in a professional, clear, logical manner, with enthusiasm and confidence Communicates key issues in a timely and accurate manner Communicates openly and honestly, and promotes an open exchange of ideas Debtors - receive client instructions and distribute amongst Paralegals to resolve invoice issues Send WIP reports to Paralegals to finalise invoices Receive prebill report and distribute amongst Paralegals to finalise within 2 working days Query Management Completes processing of queries accurately Regularly follows up on unresolved queries and provides feedback Ensures information provided is 100% accurate Ensures processing in line with clients' instructions and adheres to Firm policies and procedures Responds promptly and effectively to information requests and queries Assists with follow-up on outstanding / correction of Renewal Certificates from CIPC Reporting Prepares internal, external, departmental, ad hoc (status) report(s) according to set deadlines and frequency required Professionalism Adheres to Firm dress code at all times Adheres to all Firm policies Conducts self in a calm and constructive manner at all times Consults others who can assist in problem-solving to avoid procrastinating Deals with problems pro-actively before they need to be escalated Is sensitive to individual differences Maintains confidentiality at all times Treats others with respect and dignity (courteousness) Maintains professional client and stakeholder relations by demonstrating appropriate behaviour Receives and consults with colleagues, clients and/or visitors in a professional manner Is punctual and uses time efficiently Accepts responsibility for own failures and mistakes, and strives to learn from mistakes Initiative/Proactivity Actively attempts to influence events and instigates action without prompting Open closed matters on Patricia and mark CMS active for urgent renewals Deals with problems pro-actively before they need to be escalated Consults others who can assist in problem-solving to avoid procrastinating Always seeks to challenge traditional assumptions and improve the way things are done Anticipates and responds to future needs and opportunities and seizes opportunities when they arise Anticipates problems and pro-actively develops contingency plans Keeps current on legal developments in area of specialisation Recognises and generates innovative/imaginative solutions to problems/challenges Accurately captures and updates data on relevant electronic systems as required Update electronic records with correspondence immediately and accurately according to departmental and Firm policies and procedures Keeps relevant electronic databases updated at all times Coaching / Mentoring Coach employees and help improve work performance Assists and supports new joiners with training Uses recognition and praise to encourage progress and competency achievement Completes ad hoc tasks within area of own accountability when necessary Meets with employee(s) one-on-one on a regular basis to discuss their work progress and development needs Provides honest, balanced and constructive feedback Role Requirements Skills and knowledge Fully conversant in English Knowledge of CMS Ability to work independently and under pressure Ability to prioritise and learn systems Ability to handle confidential information Good organisational skills Qualification/s Secretarial Diploma/Certificate (preferably legal) 4+ yrs relevant experience as a Paralegal #J-18808-Ljbffr