The purpose of this role is to complete independent and consistent
file reviews to ensure fee earners are adhering to Clyde & Co
performance standards, as well as delivering service excellence for
our clients by compliance with service level agreements.
The jobholder will be responsible for reporting on departmental
performance and providing feedback, identifying improvement areas and
helping to develop a culture of Continuous Improvement.
Key Responsibilities
Complete client file reviews to monitor adherence to SLA's and
internal performance standards using the internal audit database or
client specific document as appropriate.
Produce audit performance reports to the QA Manager for agreement
and cascade to relevant client account partners, identifying hotspot
areas for improvements as well as what was done well to assist in
developing best practice.
Work with Partners to deliver feedback in a constructive manner to
fee earners either by way of one to one meetings or department/team
group feedback sessions.
Tracking the completion of remedial action where identified and
ensuring the actions are effective and are implemented in a timely manner.
Fully engage with team project work and initiatives to assist in
the delivery of continuous improvement to the UK insurance practice,
to include but not limited to, recommending improvements and
designing and delivering training.
Work with Risk teams to ensure all new and proposed service level
agreements are reviewed within QAT, and that all agreed changes
impacting the business are properly communicated to all stakeholders.
Work with the IT team and other stakeholders to develop the
efficiency of the systems in extracting data for ease of production
of audit reports.
Work with the HR team where appropriate to facilitate the
implementation of action required to remedy files in breach of
client SLA's.
Support the Business Development team by providing quality audit
data and information for pitch documents.
Review and prepare files for Client audits delivering timely
feedback to the Client Account Partner ahead of the audit for all
appropriate rectification work to be affected.
Manage all ad hoc audit requests from QA Managers in a thorough
and timely manner, ensuring that each request is managed in line
with business-critical demands and recorded within the QA database.
Developing and maintaining effective working relationships with
all levels of the business.
Identifying own training needs and development areas and
discussing these with your QA Manager.
Essential Skills & Experience
Excellent knowledge of insurance litigation processes.
Experience within an insurance claims related environment
(preferably Insurer based or legal services).
Experience of MS Office.
Preferably proven audit and technical skills and/or an
understanding of the audit processes.
Ability to manage more than one project at a time.
Strong consulting, influencing and communication skills (oral and written).
Good interpersonal skills with confidence to deal with all levels
of staff.
Experience of working effectively across teams/functions.
Self-motivated, enthusiastic and confident networker.
Collaborative and diplomatic.
Relationship driven.
Good attention to detail.
Strong problem-solving skills.
Proactive, enthusiastic, and resilient.
Organised with a pragmatic approach.
Able to manage time effectively and prioritise workload.
The Firm
Clyde & Co is a leading global law firm, specialising in the
sectors that underpin global trade and commercial activity, namely:
insurance, transport, construction, energy, trade and commodities. It
is globally integrated, offering a comprehensive range of contentious
and non-contentious legal services and commercially minded legal
advice to businesses operating across the world. Clyde & Co is
committed to operating in a responsible way. This means progressing
towards a diverse and inclusive workforce that reflects the diversity
of its communities and clients, using its legal skills to support its
communities through pro bono work, volunteering and charitable
partnerships, and minimising the impact it has on the environment. The
firm has 480 partners, 2400 lawyers, 3200 legal professionals and 5000
people overall in over 60 offices and associated offices worldwide.
Our Values
Our values are the principles that guide the decisions we make, unite
us in our endeavours and strengthen our delivery, for our clients and
our firm. We:
Work as one
We are a globally connected team of talented people
who act with a firm-first mentality to achieve success
Excel with clients
We aim high and challenge ourselves to deliver
unique excellence for our clients, keeping them at the centre of
everything we do
Celebrate difference
We help each other to be at our best and believe our
differences result in greater achievement
Act boldly We
seek new opportunities, take action and learn as we go, recognising
that curiosity drives our development and contributes to growth
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.
Please click on the link below to view the full job description.
