Head of client and Matter Intake - Newcastle upon Tyne, United Kingdom - Norton Rose Fulbright

Norton Rose Fulbright
Norton Rose Fulbright
Verified Company
Newcastle upon Tyne, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Practice Group / Department:
Risk & Compliance Management UK & Europe - London


Job Description:

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.

We provide the world's preeminent corporations and financial institutions with a full business law service.

As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential.

We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion.


Our new hybrid working model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service.

We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing.


Our Newcastle office is currently recruiting for a Head of [Client and Matter Intake / BAU / CMI / Business Acceptance Operations].

As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

We celebrate multiple approaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.

The Role


The Head of role will be based in the firm's Newcastle office and will report to NRF EMEA's [CCO / CLO / Risk GC - TBC depending on level].

The role will involve managing client and matter intake processes provided by NRF EMEA's GC & Risk function (Risk Team), identifying areas for process and / or systems improvement, leading on various risk projects, as required and being a line manager to a Newcastle based team who are involved in the delivery of risk and compliance services to the EMEA firm.

The role will also be required to liaise with counterparts in the other NRF member firms which constitute the NRF Verein.

Key Responsibilities

  • Service Management_
  • Developing and managing the delivery of a bestinclass client and matter intake service to the EMEA region's business (and NRF's other member firms on work which is extended between NRF EMEA and the other regions).
  • Developing service delivery KPIs, monitoring service delivery with reference to those KPIs and providing standardised reports to the leadership team and other senior management.
  • Ensuring timely delivery of clearances of new business by the Risk Team.
  • Initiating and contributing to continuous improvement of NRF EMEA's CMI service and the systems, policies and procedures on which it is based.
  • Team Management_
  • Being line manager to a team of dedicated CMI and Risk professionals, based in the firm's Newcastle office.
  • Managing the financial crime and other risk aspects of the new business cleared and monitored by members of the Risk Team who are based in Newcastle.
  • Supporting the regional manger group (we currently have 3 managers based in Newcastle, London and Melbourne) in the implementation and management of Risk operations.
  • Liaising with, and ensuring efficient and appropriate escalations by the Risk Team to, Subject Matter Experts (SMEs) and/or Regional Managers (e.g. Head of Financial Crime; Risk Counsel
  • Conflicts; Head of Risk & Compliance, Middle East & Asia).
  • Developing policies, procedures and systems, in conjunction with the relevant SMEs/Regional Managers, for effective escalations and approvals of high risk and / or sensitive matters to SEMs / Regional Managers, generally, in order to achieve organisational clarity and accountability for decisionmaking.
  • Collaborating closely with SMEs/Regional Managers with regard to CMI operations, including service disruption, material changes, new policies and procedures, training, ad hoc projects and resource management.
  • Overseeing mentorship programme for Newcastle based Risk team members.
  • Training and Resource Development_
  • Designing and developing standardised CMI related resources for new and existing Risk professionals, with the goal of maximising service quality, consistency and efficiency.
  • Implementing standardised CMI related training and guidance for all CMI professionals, including those based outside of Newcastle (in conjunction with SMEs and Regional Managers).
  • Creating templates for and monitoring individual KPIs / performance statistics.
  • Stakeholder Engagement_
  • Sitting on and inputting into the Risk Operational Group.
  • Seeking internal client feedback on CMI service delivery and addressing service problems, communication issues and complaints.
  • Promoting our CMI service to internal clients and proactively communicating information regarding service disruption and CMI r
More jobs from Norton Rose Fulbright
See all jobs of Norton Rose Fulbright