Client Operations Manager

The Global Client Operations Team provide operational support to all practice areas and regions for select Key Accounts and Growth Accounts. The Global Client Operations Team reviews the performance of our fee earning departments as well as our internal processes to ensure compliance with our regulatory and contractual obligations and help to deliver a cohesive and better service to the Clients.

The team is a key interface with Fee Earners and Partners working on the Key/Growth
Accounts, as well as working closely with the Business Development team, and liaising directly with Client Vendor Management and the Client Claims Teams. We aim to ensure we are not only competing at the same level as our competitors but leading the field and providing a quality service to our clients.

The Role
The purpose of this role is to manage all operational aspects of key accounts, providing
excellent client service by supporting all practice areas and regions that work on key account clients. The Client Operations Manager has responsibility for the delivery of KPI and SLA compliance as well as compliance to our regulatory and other contractual obligations and will lead on all continuous improvement activity across Key Accounts.

At Clyde & Co we view diversity as critical to the international nature of our business and have created a working environment where people from different backgrounds can thrive. It is the Firm's policy to treat all employees and job applicants fairly and equally regardless of their gender, gender identity, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background,
disability, religious belief, sexual orientation, or age.

The post holder will be a key interface with the Key Account Relationship Partner, reporting to the Senior Client Operations Manager, supporting regional relationship partners, as well working closely with the Business Development team, and liaising directly with Client Vendor Management and the Client Claims Teams. The post holder will work with the Senior Client Operations Manager and other stakeholders within the business to ensure that we are leading the field of service legal service providers for our key accounts.

Key Responsibilites

Service Delivery

Management Information

• Overall responsibility for the management and accurate submission of internal and

client MI across clients

• In collaboration with the MI Team provide training and guides to fee earners to

enable accuracy of data completion

• Manage and onboard new client MI requests


• Central point of contact and subject matter expert for queries from fee earners

regarding MI completion

• In collaboration with the MI team provide exception reporting and tracking of MI

compliance issues for the purposes of performance management.

• Analyse data to identify and implement best practice and improvement opportunity

across clients and departments

• Provide support to team managers to assist in the cultural change requirement to

make MI completion and day to day activity, identifying influencers within the teams
to assist

Contract Management

• Manage compliance with the client SLA, particularly regarding finance and billing.


• Collaborate with Key account team in relation to the timely renegotiation of rates

and the renewal of contracts

• Manage the relationship with client vendor management regarding all operational

aspects of the account

• Manage all contractual and regulatory requirements around delegated authority

contracts (TPA)

• Responsibility for the management of onboarding any new e-billing processes,

including collaboration with finance teams, management of communications to and
training off fee earners.

• Responsibility for the smooth running of existing e-billing processes, managing

required improvements

• Responsibility for the management and timely response to client due diligence

requests

• Ensure information is stored and archived in line with best practice guidance


Performance Management

• Review information from a number of sources, including client MI reports and QA,

to analyse performance against KPI's and identify areas for improvement and share
best practice across departments

• Making recommendations for improvement areas and remedial actions


• Preparing presentations to the client in relation to the above


• Attendance at client performance meetings with the Senior QA and Client

Operations manager, and responding to queries raised by the client where
appropriate

• Collating and reviewing information from a number of resources to identify

opportunities to provide value add opportunities to the client

• Make recommendations and implement continuous improvements across the

account

• Review all training materials to ensure fee earners are up to date with new initiatives

and processes

• Deliver an annual SLA training programme to respective client fee earners as well

as supporting new processes and initiatives with all training and assistance required

• Create and implement and induction process for onboarding new fee earners to

respective accounts

Audit management

• Regular liaison with the QA Team to ensure that timely audit summaries are

produced, and results shared

• Ensure that client and internal targets for audit performance are met


General
Operational support to client development management team with initiatives as client newsletters and marketing information

Support other project work as required working in collaboration with members of the client operations team, supporting business initiatives and assisting with compliance to client service delivery.

Monitor and report progress on initiatives and manage projects where required.


• Excellent verbal and written communication skills


• Demonstrable experience of producing and analysing data to identify performance and improvement issues


• Excellent knowledge of insurance litigation processes


• Demonstrable experience of presenting to groups and on a 121 basis both in person

and via VC channels for the purposes of information sharing and training Demonstrates
effective persuasion and influencing skills

• Identifies new opportunities with existing client/stakeholder to enhance the service

offering

• Leads meetings efficiently and effectively, ensuring structure and clarification of

outcome and next steps

• Proven track record of working in a continuous improvement environment and leading projects


• Creative problem solver who can work independently and as part of a team


• Excellent knowledge and understanding of the various support departments within the firm and the key stakeholders within them


• Proven experience of collaborative working and an ability to forge relationships with key

individuals across all of the different practice areas and business support teams

• Demonstrates attention to detail with a high level of accuracy


• Positive and tenacious with the ability to proactively drive initiatives forward.


• Organised and structured approach to tasks to ensure requests are progressed and

improvements to processes are identified and implemented in a timely fashion

• Readily identifies opportunities for knowledge sharing


• Excellent knowledge of MS Office
  
  Clyde & Co is a global law firm with 400 partners, 2000 legal professionals and 3600 staff in over 40 offices across six continents. Its core global sectors position it at the heart of global trade and commerce: insurance; marine, natural resources and energy; projects and construction; aviation. Our vision is to be our clients first choice for complex, multi-jurisdictional matters in our chosen sectors by investing in our core practice areas in chosen locations, serving an international client base and build a network of offices in key trading zones. Our key focus is also to become the "go to" firm in emerging markets, running ourselves professionally by attracting and developing the best people., Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.


The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Technical Excellence


• People and Team


• Client/Stakeholder Relationships


• Service Delivery and Commercial Awareness


• Personal Effectiveness