Records Management Group Leader

Growing local Houston company is seeking a Project Lead, Records- This role is local in Houston and Hybrid (in the office on occasion)- SUMMARY The Project Lead oversees the day-to-day operations of the Record Retrieval process and staff. Reporting to the Project Manager, you will serve as the primary client contact and internal supervisor, ensuring all service level agreements (SLAs) are met while driving continuous improvements in quality and operational efficiency. ESSENTIAL DUTIES & RESPONSIBILITIES Project Coordination & Client Relations Client Liaison: Act as the primary point of contact for clients; manage daily interactions and facilitate internal activities to exceed expectations. Performance Monitoring: Track project metrics and quality standards, providing regular reports and recommendations for improvement to the Project Manager. Operational Oversight: Ensure all retrieval services align with agreed-upon SLAs and company policies. Problem Solving: Proactively troubleshoot, resolve, or escalate process and database quality issues. Financial Insight: Assist in analyzing gross profit margins, volume forecasting, and identifying cost-reduction opportunities. Compliance: Maintain a deep understanding of MRC policies to ensure team enforcement and compliance. Service Excellence & Strategy Process Improvement: Identify and implement "best practice" standards to streamline operations and enhance service quality. Audit & Review: Conduct project audits and scope-of-work reviews as directed. Customer Advocacy: Manage customer concerns with a focus on high-level resolution and service recovery. SUPERVISORY RESPONSIBILITIES Team Leadership: Directly supervise Record Retrieval Specialists. Talent Management: Lead hiring, onboarding, and training efforts. Performance Management: Responsible for work assignment, performance appraisals, coaching, and conflict resolution in accordance with company policy and legal standards. QUALIFICATIONS Education: Bachelor’s degree preferred (significant management experience may be considered in lieu of a degree). Experience: 2+ years of staff management experience; legal or paralegal background preferred. Technical Skills: Proficiency in MS Office (Word/Excel) and experience managing SLAs or KPIs. Soft Skills: Strong organizational skills, excellent communication, and the ability to remain calm in high-pressure, fast-paced environments. Bonus: Familiarity with generating subpoenas and issuing legal records.