Business Services Analyst

Baker McKenzie - Business Services Analyst

The Business Services Analyst will provide end-to-end administrative and document support services across the Firm. This role combines advanced administrative services and document production expertise to ensure high-quality, efficient, and client-focused service delivery.

The role-holder is expected to consistently deliver one-pass, high-quality work across administrative, document, and operational activities; proactively identify improvement opportunities; support service governance initiatives; and contribute to projects and continuous improvement efforts.

Main Responsibilities

• Operations & Administrative Services

• Provide comprehensive administrative and business support services to attorneys, timekeepers, and business professionals

• Process expenses, invoices, reimbursements, and payments

• Generate trackers, organize, file and/or search information as required

• Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction

• Properly endorse all pending jobs to the next shift

• Report to the Supervisor all issues that may interfere with service delivery

• Adhere to all company policies, rules, and regulations

• Maintain confidentiality of Firm and client information

• Perform other tasks assigned by the Leadership team

• Document Support

• Manage intermediate to complex document production including but not limited to voice file transcription, copy typing, document markup, formatting, and the creation of documents in Word, Excel, and PowerPoint Presentations

• Ensure all work adheres to established brand standards, guidelines and templates

• Produce one-pass, high-quality outputs

• Conduct peer reviews where required

• Manage Firm and client records in line with data privacy policies

• Maintain confidentiality and compliance

• Accomplish assignments regardless of complexity, following established quality standards, in an accurate and efficient manner

• Project & Process Management

• Contribute to process documentation and optimization

• Help execute all project requirements according to service delivery standards

• Exhibit good client care skills and leadership potential at every opportunity

• Coordinate with project leads on updates and issue resolution strategies

• Technical know-how

• Conduct accurate assessment of job requests, including turnaround time, for intermediate to complex job requests with the guidance of the specialist or supervisor

• Develop and apply subject matter expertise

• Provide observation/feedback on existing processes and proposes best and/or innovative practices to streamline processes

• Collaborate in the search of continuous improvements for the service. Participate in improvement projects

• Stakeholder and Client Care

• Build good working relationships with clients/stakeholders and handle their concerns in a prompt and professional manner, in keeping with client service principles

• Take notes of, documents and shares specific client/stakeholder preferences to build the service's client profile database

• In case of an escalation or complaint, send an acknowledgment email or report to the Supervisor; If needed, will provide recommendations for improvement.

Skills and experience:

• A bachelor’s degree with good academic standing

• Strong relevant experience with office administration, legal services, account management, quality assurance, or a professional services environment

• Experience using AI tools is an advantage; familiarity with Microsoft Copilot is desirable

• Excellent communication, organizational and problem-solving skills

• Excellent English skills in both written and verbal forms (native or bilingual); Other additional languages are appreciated

• Strong technical capabilities across MSOffice Suite (i.e., Word, Excel, Outlook, Access, PowerPoint)

• Aptitude for learning new technologies and processes

• Work requires continual attention to detail in completing assignments

• Keen analytical skills and ability to determine stakeholders needs

• Highly organized and detail‑oriented, with strong time‑management and prioritization skills

• Flexible and willing to work across different shifts as business needs require

• Able to collaborate and communicate effectively with people from different cultures and various levels of the organization

• Reports to: ABS Operations Manager

• Position type: Center Services

• Development framework: Business Support