Clyde & Co
Client Operations Manager
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Client Operations Manager
Type: Full Time
Time: Permanent
Location: Manchester or Glasgow
Working Pattern: +2 days working from the office, 3 days remote
Department: Global Client Operations
The Role
The purpose of this role is to manage all operational aspects of key accounts, providing excellent client service by supporting all practice areas and regions that work on key account clients. The Client 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 lead on all continuous improvement activity across Key Accounts.
The post holder will be a key interface with the Key Account Relationship Partner, reporting to the Client Operations Manager Team Manager, supporting regional relationship partners, as well working closely with the Business Development team, and liaising directly with Client Vendor Management and the Client Claims Teams. The post holder will work with the Client Operations Team Manager and other stakeholders within the business to ensure that we are leading the field of service legal service providers for our key accounts.
Key Responsibilities
Service Delivery
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. Analyse data to identify and implement 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
Manage compliance with the client SLA, particularly regarding finance and billing. Collaborate with Key account team in relation to the timely renegotiation of rates and the renewal of contracts Manage the relationship with client vendor management regarding all operational aspects of the account. Manage 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. Responsibility for the smooth running of existing e-billing processes, managing required improvements Responsibility for the management and timely response to client due diligence requests Ensure information is stored and archived in line with best practice guidance
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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 the client in relation to the above Attendance at client performance meetings 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 Make recommendations and implement continuous improvements across the account Review all training materials to ensure fee earners are up to date with new initiatives and processes Deliver 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
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 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 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 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
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The Firm
When you work at Clyde & Co, you join a team of 500 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.
Our Commitment
Clyde & Co is proud to be an equal opportunities employer. Our values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity. Learn more about our interview process.
A Note on Privacy
Please take a moment to read our privacy notice.. This describes what personal information Clyde & Co (we) may hold about you, what it’s used for, how it’s obtained, your rights and how to contact us as a data subject.
If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice.
This is the job description as constituted at present; however, Clyde & Co reserves the right to reasonably amend it in accordance with the changing needs of the business.
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