SHP Legal Services
Onboarding Coordinator
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About SHP Legal Services & Broadfield Law
Established in 2024, SHPLegal Services LLC (“SHP”) is an operating platform that helps law firms modernize service delivery through process excellence, technology enablement, and data-driven management. As the operations partner to Broadfield, a rapidly growing global law firm, SHP supports the firm’s unified platform with technology and AI enablement, managed IT and cybersecurity, cloud and data governance, finance and payroll, marketing operations, HR and resource planning, client intake, records management, and talent support. SHP's leadership team has extensive experience in legal operations and a proven track record of developing efficient and scalable offerings. SHP Legal Services is a subsidiary of LSS Strategic Partners, LLC, an Alvarez & Marsal Inc. company.
Role Description
The Onboarding Coordinator at SHP Legal Services is responsible for coordinating client and matter onboarding operations across SHP and Broadfield’s law firm engagements. This role plays a key part in translating complex legal service requirements into structured onboarding workflows that support technology enablement, data governance, and service delivery across the Broadfield platform. The Onboarding Coordinator works directly with the remainder of the Onboarding team, at the direction of the Senior Compliance Counsel and the General Counsel, Risk & Compliance, and partners with Legal Operations, Technology, HR, Finance, and Broadfield stakeholders to support efficient, compliant onboarding activities that reflect SHP’s standards and service expectations. The role requires strong project management capabilities, attention to detail, grace under pressure, and the ability to navigate regulatory and operational complexities specific to the legal environment. Candidates should bring experience in client onboarding, legal operations, strong communication skills and a proactive mindset. As SHP continues to scale, the Onboarding Coordinator will help shape scalable onboarding practices that support internal growth and client satisfaction.
Responsibilities
Planning and Execution
- Monitor and direct onboarding progress, proactively identifying and resolving risks, delays, or gaps to support successful client activation and satisfaction, including assigning tasks to team members such that turnaround targets can be achieved.
- Intervene and troubleshoot as necessary in onboarding process for individual new client or matter requests, acting as liaison between Onboarding team and Broadfield stakeholders to best ensure compliant and timely onboarding.
- Lead onboarding strategies, as assigned, for law firm clients across the Broadfield platform, driving structured, compliant, and high-quality activation aligned with SHP and Broadfield’s operational priorities.
- Develop and maintain onboarding frameworks, documentation, and workflows that reflect regulatory, operational, and service delivery requirements specific to legal environments.
- Coordinate onboarding projects across internal functions—including Technology, HR, Finance, and Legal Operations—to deliver timely setup of systems, services, and access.
- Act as an Intapp Open super user, responding to requests requiring administrator access, including creating, updating, and advancing records when standard users are unable to do so.
- Monitor and manage requests requiring manual system intervention, ensuring service levels are met and requests are completed accurately.
- Maintain expert knowledge of Intapp Open functionality, system enhancements, and best practices, providing guidance and training to internal stakeholders as needed.
- Identify opportunities to improve Intapp Open processes and workflows, recommending enhancements that increase efficiency and reduce manual effort and liaise those with the Intapp Product Owner
- Develop and maintain process documentation and standard operating procedures related to Intapp Open administration and onboarding activities.
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Team Collaboration and Advisory
- Partner with internal teams and client stakeholders to align onboarding activities with contractual obligations, service-level expectations, and operational readiness.
- Serve as a primary point of contact for onboarding communications, facilitating coordination between SHP and law firm clients.
- Provide guidance to internal contributors involved in onboarding, promoting consistency, accountability, and client-centric delivery.
- Represent the onboarding function in client meetings, cross-functional initiatives, and leadership discussions to provide visibility and drive alignment.
Operational Oversight and Delivery
- Monitor onboarding operations, including intake coordination, documentation collection, system configuration, and service enablement across SHP and Broadfield’s platform.
- Track onboarding metrics, milestones, and client feedback, and report insights to leadership and stakeholders to support transparency and continuous improvement.
- Oversee onboarding activities to meet legal, regulatory, and client-specific requirements, including data privacy, security, and operational protocols.
- Maintain accurate records of onboarding activities, decisions, and communications to support audit readiness and long-term client relationship management.
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Process Optimization and Innovation
- Identify opportunities to improve onboarding workflows, automate intake processes, and enhance the client experience through scalable solutions.
- Recommend and implement tools, templates, and systems that support onboarding efficiency, consistency, and responsiveness.
- Continuously evaluate and refine SHP’s onboarding methodology to support organizational growth and evolving client needs.
- Stay informed on legal industry trends, client service innovations, and onboarding standards to support continuous improvement.
Position Requirements
Education & Credentials
- College degree (in law or law-related field strongly preferred).
- Certifications or training in SRA requirements for lawyers and law firms concerning establishment of client relationships and/or Anti-Money Laundering requirements strongly preferred.
Knowledge & Experience
- Demonstrated experience in client onboarding in legal operations, ideally within a medium or large law firm setting.
- Strong understanding of client intake workflows, compliance requirements, and operational readiness in legal environments.
- Demonstrated ability to manage complex onboarding processes, coordinate cross-functional teams, and deliver high-quality client experiences across the Broadfield platform.
- Experience working with onboarding systems (including Intapp), CRM platforms, and documentation tools commonly used to support intake, configuration, and service activation.
- Strong communication and stakeholder engagement skills, with the ability to manage expectations, resolve issues, and influence across internal and external teams.
- Proven project management capabilities, including timeline tracking, milestone reporting, and risk mitigation across concurrent onboarding initiatives.
- Ability to manage multiple onboarding projects in a fast-paced, evolving environment while maintaining accuracy and responsiveness.
- Familiarity with legal terminology, client confidentiality standards, and data privacy regulations is strongly preferred.
- Detail-oriented, proactive, and adaptable, with a focus on continuous improvement and client satisfaction.
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