Document Production Supervisor (Secretariat Services)

Position SummaryThe Document Production Supervisor is responsible for overseeing day-to-day document production and secretariat support services, ensuring high-quality, timely delivery aligned to client expectations. This role leads and develops a small onsite team while serving as the primary point of contact for the client, driving operational excellence, consistency, and continuous improvement.The supervisor operates as a hands-on, working manager, providing direct production support as needed while managing workflows, quality standards, and team performance.The role also supports executive and governance-related activities, including preparation and coordination of materials, and plays a key role in enhancing processes, communication, and overall service delivery through effective stakeholder engagement and use of technology.Job DutiesSupervise day-to-day work assignments across document production and secretariat support services, ensuring timely and accurate completion of requestsEnsure quality service delivery through adherence to standard operating procedures, service expectations, and performance metrics; drive consistency and standardizationAct as primary onsite contact for the client, building strong relationships and supporting evolving service needsManage client inquiries and escalations, providing timely resolution and implementing solutions to prevent recurrenceOversee team development, including onboarding, training, mentoring, and ongoing performance supportEnable team performance through clear priorities, regular communication, and structured feedbackManage workflow and staffing volumes, allocating resources effectively to meet demand and optimize productivityOversee preparation and coordination of executive and governance materials, including agenda support, document production, formatting, version control, and timely distributionSupport governance workflows, including tracking approvals, maintaining records, and ensuring accuracy and confidentiality of sensitive materialsDrive process improvements, identifying opportunities to enhance efficiency, ways of working, and communicationDrive adoption of standardized templates, procedures, and best practices across the teamPartner with client and internal teams to improve workflow tools, technology usage, and service deliveryOversee QA/QC processes, ensuring high-quality, consistent outputs across all deliverablesServe as escalation point for team issues and defined workstreamsComplete required administrative and operational reporting in line with established standardsMaintain understanding of client business needs and identify opportunities to enhance service deliveryFoster cross-training and teamwork to support service flexibility and performanceOperate as a working supervisor, providing hands-on support to manage workload and maintain service levelsSupport client-defined initiatives and continuous improvement efforts