Client Operations Executive

The Global Client Operations Team provide operational support to all practice areas and regions for select Key Accounts and Growth Accounts. The Global Client Operations Team reviews 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 the Key/Growth Accounts, as well as working closely with the Business Development team, 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 provide operational support to all practice areas and regions for select Key and Growth Accounts. The Client Operations Executive will review the performance of our fee earners in relation to KPI and SLA compliance as well as compliance to our regulatory and other contractual obligations. The role holder will assist in identifying and supporting all continuous improvement activity.

The post holder will be a key operational interface with the relationship partners, reporting to the Senior Client Operations Manager, supporting regional relationship partners, as well working closely with the Business Development team, and supporting communications with he Client Vendor Management and the Client Claims Teams. The post holder will work with the Senior Client Operations Manager and other stakeholders within the business to ensure that we are leading the field of service legal service providers for our key accounts.,

• Ensure the 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


• Assist in the onboarding of 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.


• Analyse data to identify best practice and improvement opportunity across clients and departments


• Provide support to team managers 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

• Monitor compliance with the client SLA, particularly regarding finance and billing.


• Liaison with client vendor management regarding queries in relation to data and systems and being a point of contact in the absence of the Senior QA and Client ops manager


• Handle specific regulatory requirements around delegated authority work


• Collaborate with finance to affect the smooth running of the e-billing process


• Collate information and assist BD in preparation for contract review and any due diligence requests


• Ensure information is stored and archived in line with best practice guidance 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


• Prepare presentations to the client in collaboration with client operations management in relation to the above


• Attendance at client performance meetings with the Senior Client Operations manager, and responding to queries raised by the client where appropriate


• Collating and reviewing information from a number of resources to identify opportunities to provide value add opportunities to the client


• Supporting the Senior Client Operations Manager to deliver on continuous improvements identified


• Review all training materials to ensure they are up to date with new initiatives and processes


• Assist in the delivery of annual SLA training programme to respective client fee earners as well as supporting new processes and initiatives with all training and assistance required


• Work with Senior Client Operations Manager to develop induction programmes for new fee earners working on accounts


Audit management

• Regular liaison with the QA Team to ensure that timely audit summaries are produced, and results shared


• Ensure that client and internal targets for audit performance are met


General

Operational support to client development with initiatives

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, 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
  
  Demonstrable experience of producing and analysing data to identify performance and improvement issues


• Excellent knowledge of insurance litigation processes


• Experience within an insurance claims related environment (preferably Insurer based or legal services)


• Knowledge and understanding of working with audit, SLA and KPI analysis


• Experience of working in a continuous improvement environment excellent knowledge and understanding of the various support departments within the firm and the key stakeholders within them


• 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


• Creative problem solver who can work independently and as part of a team


• Experience of previous project involvement useful


• Excellent knowledge of MS Office
  
  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.