The Business Intake Supervisor is responsible for the oversight of
all aspects of the duties of the dedicated London Business Intake
Services & Acceptance team, including initial review of new
requests submitted using the Firm's automated business intake system.
This position is responsible for the day-to-day operations of the
Services & Acceptance London team including customer support
through department email box, department support line, external
customer training, and projects. The major focus of the position will
be quality of outcomes, workflow analysis/adjustments, matter
assignment and exceptional customer service. The Business Intake
Supervisor will act as an advocate for the external customers while
managing risk through multiple business processes. This position
reports to the Senior Business Intake & Conflicts Manager, is
subject to the needs that may arise in aiding the Firm's Office of the
General Counsel and the Risk Management area in general.
The management of both queues is another essential part of the role.
The Business Intake Supervisor - Services has these core responsibilities:
Under the direction of the Office of the General Counsel and Risk
Management leadership, ensure the activities of the Business Intake
- Services & Acceptance team
align with the Firm's risk management policies and goals, utilize
industry best practices, and assist the Firm lawyers in adhering to
the business and ethical rules set forth by the Firm.
Review complicated and sensitive business intake customer support
issues and escalate appropriately for resolution.
Maintain high standard for customer service and quality control.
Deliver prompt results that take into account the unique needs of
the attorneys and staff.
Oversee issues related to staff hiring, personnel coaching and
improvement, and termination.
Work closely with other Business Intake Supervisors, Senior
Conflicts & Business Intake Manager and conflicts team to ensure
coordination of systems, workflow and outcomes.
Develop strong working relationships with attorneys, legal support
staff and staff in other Firm administrative departments.
Ensure matter number assignment is completed in the appropriate time.
ESSENTIAL JOB FUNCTIONS
Assist attorneys and staff in the initiation of potential new
business and modifications to existing clients and matters through
the Firm's automated business intake system.
Supervise and participate in the review of all communications
received and sent from the Services team via email or the customer
support line.
Supervise daily team workflow to ensure timely completion of
department responsibilities including reviewing for accuracy,
thoroughness and completeness. Assign out special projects and
ensure delivery of results is timely and of the highest quality.
Assist with development and delivery of all necessary training to
external customers (e.g. attorneys, secretaries, and administrative
staff) on the business rules, applications, processes, and policies
related to business intake.
In conjunction with the other Business Intake Supervisor and
Business Intake Manager, identify staffing needs for the dedicated
business intake team, including new positions, new hires, and terminations.
Organize training of new employees, including documentation
updates, on-going training sessions, and scheduled peer review. Meet
regularly with members of the team.
Update and ensure accuracy of all process and procedure
documentation related to the Business Intake - Services team.
Recommend technology and process improvements.
Oversee, assist, and support team's performance in all routine and
complex functions that support the activities of the department,
including, but not limited to, new Business Intake systems, review
of Firm-wide announcements, attorney web bio updates, unclosed time,
SharePoint sites, and all department-wide administrative duties.
Be available for urgent and confidential situations, including
evenings and weekends.
Work together with department management to deliver quarterly,
annual and ad hoc, performance, management, statistical, and other reports.
Other duties as assigned.
QUALIFICATIONS/REQUIREMENTS
The ideal candidate will possess extensive proven related
experience, including conflicts searching or similar process
management/risk management experience required.
Must have the ability to prioritize and handle multiple projects
at once while meeting deadlines and working in a fast paced
environment with minimal supervision.
Four-year college degree required.
Advanced degree, J.D., or M.B.A. preferred. Candidate must have
strong organizational skills; must possess exceptional writing and
oral communication skills; strict attention to detail; and possess
strong interpersonal skills.
Studies in areas directly applicable to the duties described above
(e.g. business administration, project management, management,
paralegal/legal assistant, finance) desirable but not required
depending upon other professional and educational experience.
Previous supervisory experience and demonstrated leadership
abilities is a plus.
