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.