Job Description - Operations Manager - Casualty Client
Operations Team
Department: Casualty Client Operations Team
Location: Manchester
Role: Client Operations Manager
The Firm
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.
The Team
The team is led by the Client Operations Director and provides
operational support to the Casualty practice area for our clients. The
team supports service delivery to our clients, 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
our Client Accounts, as well as working closely with the Management
Information Team and Business Development team together with other
business support functions including Quality Assurance, Finance, Legal
Support and Risk , 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 support Client Relationship Partners
and other key stakeholders in all operational aspects of Client
Accounts, providing excellent client service by supporting all
practice areas and regions that work on key account clients. The
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 contribute on all continuous
improvement activity across all Client Accounts.
The post holder will be a key interface with the Client Relationship
Partners, and Operations Team as well working closely with the
Management Information Team and Business Development team together
with other business support functions including Quality Assurance,
Finance, Legal Support and Risk , 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.
Key Responsibilities
Support to the Client Account CRP and all Casualty stakeholders
including projects as and when required.
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 across accounts
Analyse data to identify and implement best practice and
improvement opportunity across clients and departments
Provide support to the team 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
Ensure the client team manage compliance with the client SLA,
particularly regarding finance and billing.
Collaborate and support tenders and the renewal of contract with
other key stakeholders
Ensure the management of the relationship with client vendor
management regarding all operational aspects of the account.
Ensure all Management of 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 with the Operations team.
Responsibility for the management of the smooth running of
existing e-billing processes, managing required improvements with
the Operations team.
Responsibility for the management and timely response to client
due diligence requests
Ensure information is stored and archived in line with best
practice guidance across the team and communication sites are up-dated.
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 in relation to the above
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 accounts and Pillars.
Review all training materials to ensure fee earners are up to date
with new initiatives and processes
Ensure the delivery of 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 and leavers.
Audit management
Regular liaison with the QA Team and Client Relationship Partners
from across accounts.
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.
Essential Skills & Experience
Excellent verbal and written communication skills
Demonstrable experience of managing a team
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
Manages proactively agreed actions from meetings through to completion.
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
Business Services Competencies
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
This is the job description as constituted at present; however the
Firm reserves the right to reasonably amend it in accordance with the
changing needs of the business.