Global Service Owner - Intake

Role purpose

To be responsible for all operationally related aspects of intake services and processes, particularly around client due diligence (anti-money laundering and conflicts checks), new client and matter set-up, etc. This role is critical in managing the Firm's overall risk profile as well as supporting the needs of downstream processes such as billing, e-billing, and collections.

Main responsibilities

Manage and maintain teams across all Centers to deliver Intake services, including New Business Intake (NBI), Anti-Money Laundering/Know Your Customer (AML/KYC) reviews, and Conflicts checks

Identify opportunities to create greater consistency of processes and standards across the Firm

Maintain high customer satisfaction levels across all stakeholder groups, including Partners, associates, secretaries, and in-market teams

Oversee the buildout and maintenance of Intapp as the strategic system for managing Intake data and processes

Provide advice, mentoring and training on compliance with relevant laws, including AML/KYC issues, NBI and Firm policies and procedures

Ensure accurate reporting for all services and related operations

Build action plans for quality and production issues identified from reporting and ongoing monitoring

Establish and maintain a consistent quality management system and ensure all team members receive constructive feedback, with a view to continuous improvement and excellent service delivery

Develop deep and trusting relationships with center managers. Maintain regular touchpoints and performance review sessions as necessary

Establish a comprehensive training and skills maintenance program for all associated services

Manage all associated personnel and administrative matters including but not limited to resourcing, technology, and processes

Assist the department head with team projects and initiatives that are aligned with and contribute towards departmental objectives

Deploy interim solutions for business-critical needs; must have ability to quickly assess unfamiliar situations and provide remediation advice, including modifying standard processes to address issues longer term

Support and mentor teams to maintain high morale and offer career progression opportunities