The Manager, Legal Support (IP) is responsible for the overall delivery of legal support services provided to principals within the IP department with a focus on workload management, and service quality and efficiency. This role provides backup support to Senior IP Partner in the absence of their Legal Practice Assistant (“LPAs”). This role also acts as key support for all assistants by removing barriers that impede productivity, helping balance workloads, scheduling, identifying, and sharing best practices and ensuring the right tools, technology and training are available to perform accordingly.

Team Engagement

• Engage the IP Legal Support team through group meetings and other means of communication to create and maintain a cohesive and positive work environment.
• Address any individual or interpersonal issues with open communication and shared problem solving. Find opportunities to recognize individual and team successes.
• Work with the Director, Legal Support to recruit and make staffing decisions for the IP Legal Support Team and take an active role to welcome and orient new hires.
• Provide technical and developmental support including coaching and direction to ensure the team is skilled, engaged, delivering on their accountabilities, and meeting the service standards (in line with department goals/objectives).   
• Assess the skills and capabilities of the team on an ongoing basis to determine learning and skill requirements including identifying appropriate training requirements. 
• Work with the Director, Legal Support to determine the best shared resource model for the IP team based on knowledge of individual capabilities, requirements of principals, and ongoing changes such as office moves and incoming/departing principals.
• Support the IP Group to arrange primary and team support that provide optimum coverage for principals, including during statutory holidays, vacation, incidental and leave of absences.
• Liaise with the Marketing and Business Development team on marketing initiatives to ensure principals are supported, and that LPAs are staying current on marketing tools and initiatives.
• Coach and mentor LPAs to ensure they are utilizing InterAction and assisting principals with management of business develop activities.
• This role will liaise between the IP legal support and the IP business services teams for the IP group.

Principal Support

• Oversee and provide dedicated backup support to Senior Partner including but not limited to handling administrative tasks such as correspondence and request management, calendar and email management, tracking client/matter assignments, and providing status updates.
• Provide support in billing coordination, liaise with Billing department to address any billing inquiries and issues, ensuring timely and accurate resolution.
• Act as a point of contact for resolving ad hoc issues and tasks assigned by Senior IP Partner.
• Generate and run reports from Torys IP System (TIPS) as required.

Liaison with Principals

• Be the key contact for principals in IP with respect to all issues pertaining to support, involving the Director, Legal Support for direction and coaching as required. In addition to the formal performance management process, proactively check in with principals to ensure service requirements are being met.
• Work with the IP team to determine appropriate arrangements for alternate coverage (for absences, vacations and leaves) and to ensure the smooth delivery of service and minimized interruption to support.

Performance Management

• Work with the IP team to ensure a clear understanding of performance standards and job expectations. Develop and foster a consistent service standard to be provided to IP Principals.
• Interview IP Principals to obtain formal (annual) and informal feedback about individual performance and work closely with the Director of Legal Support to ensure performance ratings are delivered fairly and consistently.
• Together with IP Principals, draft and deliver a balanced performance review, and be supportive to individuals by addressing any performance issues or learning goals with development and training plans.

Standards & Continuous Improvement

• Proactively obtain input from IP team members, IP Principals, and others about the legal support model at Torys, and contribute to the development of performance standards, service offerings, and standard operating procedures.
• With the Director, Legal Support and Learning & Development, work to identify any current inefficiencies, best practices, and training solutions to support the development of technical and administrative capabilities of the team.
• Work closely with other departments to advocate for changes and continuous improvement initiatives to enhance the day-to-day work productivity of LPAs.

Participate in projects and initiatives as required.

• Diploma from a recognized post-secondary institution would be an asset.
• 5 years’ experience in IP as legal assistant/law clerk or paralegal, preferably within a law firm.
• Experience coordinating a team, overseeing a project, or coaching people is preferred.
• Proficient in MS Office product suite, as well as experience working in document management and time entry billing systems.
• Strong interpersonal skills with a proven ability to establish and build trust-based working relationships.
• Natural ability to establish, lead and be a role model for healthy team dynamics such as supportive collaboration, inclusive communication, joint problem solving, and conflict resolution.
• Track record of challenging the status quo to make things better, improving ways of working, and delivering service in a more efficient and effective way.
• Exceptional client service skills with a proven track record of ‘going above and beyond’ to service principals and clients.
• Excellent communication skills (written and oral); ability to interact effectively with individuals at all levels within the organization with tact and diplomacy.
• Strong organizational, attention to detail, and time management skills to effectively prioritize and meet deadlines in a high-pressure environment.
• Sound judgment including the ability to deal with confidential information with utmost discretion.
• Ability to work overtime to meet client demands when required.

This position is part of our hybrid work model with 4 days in the office per week. As part of our onboarding, new hires are required to be in the office more often for the first few months of employment to ensure they receive the requisite cross training.