Legal / Assistant Service Manager at Intersect Consortium

Job Description

• We are looking for a Legal / Assistant Service Manager manager to provide expert legal services, oversee legal aspects of our diverse industries and handle managerial responsibilities.
• S/he will oversee multiple administrative leads across our centres.
• The role involves ensuring efficient management of inquiries, meticulous documentation, and enhancing overall customer experience through streamlined processes and training initiatives.

Responsibilities
Legal:

• Draft, review, and negotiate various MOUs, Contracts, nondisclosures and tender documents.
• Handle statutory filings, and regulatory submissions and liaise with the Accounts department on tax compliance requirements.
• Ensure activities and transactions of organizations in the Consortium comply with corporate laws and regulations.
• Provide accurate, timely and high-quality legal advice to the Management of Intersect Consortium and Companies within the consortium on a full range of legal and challenging operational issues.
• Review all contracts or any other documentation to which the company has committed itself and assess legal implications that need to be brought to the attention of senior management.
• Instil and foster a culture of legal compliance & risk management best practices across the consortium.
• Advocate for Ethics and Compliance across all levels and build relationships with external legal advisors/counsels within the space.
• Identify, manage and mitigate legal risks by presenting clear recommendations and developing and implementing company policies and procedures.
• Fully understand the Nigeria National Mental Health Act and ensure organizations in the group are fully compliant with all provisions that apply to it.
• Stay abreast with changes to legislation (laws & regulations) that directly affect our businesses and specific industries, interpret, evaluate their impact, and develop Intersect’s positions on such changes.
• Providing legal advice and guidance on a wide array of matters including privacy, medical staff issues, HIPAA, Data Protection, claims / litigation management as well as hospital operations issues such as informed consent and corporate governance.
• Handle matters such as patents, copyrights, trademark law, licensing, distribution, and trade secret projects.
• Where needed, work with outside counsel and other external resources on ongoing cases and or for quality work product, value, and efficiency.
• Preserve and store all corporate records, agreements, legal documents and case folders.
• Perform other duties as assigned by the MD/CEO.

Inquiries Management:

• Regularly review and maintain up-to-date inquiry logs, ensuring all received inquiries are documented and resolved promptly.
• Ensure admin staff adhere to approved scripts for consistent and professional responses to inquiries.
• Monitor and drive inquiry conversion rates across centres.
• Post live chat inquiries promptly on designated platforms and monitor response rates.
• Develop and refine customer service policies to enhance service delivery.

Documentation:

• Utilize and oversee CRM systems to maintain accurate customer service records.
• Collaborate with admin staff to implement and maintain a structured filing system for administrative documents.
• Conduct periodic audits of filing systems to ensure compliance with confidentiality standards.
• Provide training on proper document management practices to admin teams.

Customer Experience / Admin:

• Collaborate with Admin Leads to deliver exceptional customer service and ensure high levels of customer satisfaction.
• Develop standardized processes and protocols for consistent customer experiences.
• Implement systems for collecting and acting upon customer feedback.
• Produce monthly reports on customer satisfaction metrics and implement improvements based on feedback.
• Coordinate with HR to provide regular customer service training for admin leads and other staff.
• Develop training materials and conduct sessions on relevant software and best practices.
• Assist in developing and managing operational schedules and rosters.
• Support incident reporting procedures and ensure compliance with incident reporting frameworks.
• Provide regular reports on operational metrics and decision-making indices to senior management.
• Manage HR responsibilities including onboarding, staff documentation, recruitment, and performance management.
• Participate in committees and special projects as required.

Requirement

•  Bachelor's Degree with 3 years experience.