Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.
Join Our Team and Be a Catalyst for Change!
We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.
Position Overview
The role of the ARS Firm Supervisor is a unique role that will manage the onboarding of new ARS team members, monitor them through their training, and assist in the transition to their Firm assignment. This role is the key point of contact for existing and new Firm engagements with the goal to build relationships with Firm leadership, managing the assigned Firms and ARS team members, while supporting them in their engagement to ensure their success. The key to success will be clear consistent communication with a keen awareness of a Firm’s SLAs to make sure each of the FMS team members exceed their firm’s expectations in communication, service delivery, and results.
Schedule – Monday through Friday - 6:30 PM to 3:30 AM IST
What You’ll Do
- New ARS Team Members - this role includes onboarding of new ARS team members and migrating them from the FMS bench into their new role in their firm engagement, and any training that may be needed to be successful in that new role.
- Ongoing Firms – this role establishes yourself as the FMS key point of contact to liaise with the Firm leadership / management with respect to staffing (vacation, sick leave, or any other out of office communication that may be needed), as well as reviewing the firm’s staffing needs, identification of gaps, and a proposal to FMS management how to address and resolve any gaps identified with current staff (escalating to FMS management as needed). Leading Firm Management meetings which will include preparing meeting agendas and following up with post meeting notes. Ongoing updates of Collection – ARS process and procedure documentation as processes change and evolve over time.
- New Firms – Manage the onboarding implementation processes for new ARS engagements which includes the client interview for the knowledge transfer and Rules of Engagement (ROE), as well as communicating the ROE to the newly assignment of ARS team members.
- Staff – this role embodies the eyes and ears of FMS when interacting with ARS team members across all assigned Firms, and any other staffing resources on behalf of FMS. Should any issue arise or come to the attention of the Firm Supervisor, please address this matter with FMS leadership. Be prepared to present a remediation plan to address and resolve and discuss how to implement, the goal here is to resolve this matter with the firm, seeking to offer solutions to address the issue. Ensure the matter is being addressed and resolved to the Firm’s satisfaction communicating in a manner that conveys “white glove” service at every level.
- The Firm Supervisor will be available to answer any questions related to ARS matters raised by a new ARS team member that could have been missed in training and ensure that they are acclimated to the new ARS system and process set up.
- The Firm Supervisor will be responsible for training new ARS team members. They will be responsible to assess and evaluate the current capabilities of the ARS team members while anticipating future Firm assignments and training needs, while seeking to partner with the appropriate training of the ARS team members for ARS shadowing to address and resolve any training gaps that may be needed to address future training needs.
- Mentor the assigned ARS team members on process and procedures related to the FMS processes and their assigned Firms.
- The Firm Supervisor will serve as the primary point of contact and escalation point for the assigned Firms and related team members.
- Develop relationships with the Firm’s main contact to establish yourself as the primary point of contact for day-to-day questions and concerns, staffing out of office communications, and any other FMS service delivery issues that may arise escalating to FMS Management as needed.
- Firm Supervisor will maintain ARS and Firm related portfolio in addition to supervisory duties.
- The Firm Supervisor will prepare reporting or work with the IRIS team to ensure reporting needs are met as requested by the Firm or FMS.
- The Firm Supervisor will manage FMS team members, Firm accounts, and escalated issues with the highest level of communication as they would a “white glove” client.
- The Firm Supervisor will schedule and arrange coverage for any ARS team member absences from the Firm and will serve as the backup up for ARS team members in their absence only if a Firm escalation is needed.
- The Firm Supervisor will review be familiar with the assigned Firm’s processes and procedures in order to review the Firm ARS reports and/or logs as well as the Firm’s system log in, to ensure Firm’s SLAs are followed, and issues identified and escalated to FMS Management as needed.
- The Firm Supervisor will document any escalated firm issues to FMS Management with proposed resolution to the matter and implement the resolution after the matter has been discussed and approved.
- The Firm Supervisor will assist with special projects and ad-hoc requests as needed and directed by FMS Management.
What You Bring
- Bachelor's Degree preferred (Bachelor's degree in a related field, or an equivalent combination of education and experience).
- Minimum 3 years of tenure with Frontline Managed Services.
- Experience in Billing, Invoicing, Accounts Receivable (AR), or a related finance function.
- 5+ years of professional work experience in an accounting, billing, finance, or service-related position.
- Service-oriented and self-motivated, consistently performing with a high sense of urgency and pride in work quality.
- Superior organizational skills with strong attention to detail and accuracy.
- Strong technical aptitude with the ability to work across multiple software applications and online vendor websites.
- Experience supporting legal or professional services clients.
- Demonstrated understanding of FMS processes, service standards, and client-focused delivery expectations.
- Proven ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced managed services environment.
- Knowledge of eBilling platforms such as eBillingHub, Tymetrix, Serengeti, Legal Tracker, or similar systems is preferred.
Not Sure You Meet Every Requirement?
We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.
Join Us
At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.
“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”
