Client Onboarding Coach

3 weeks ago

Birmingham, United Kingdom Irwin Mitchell Full time

We’re a national law firm with a local reach. Our philosophy is ‘Expert Hand, Human Touch’ - something you’ll find in the way we work with our clients and how we support our teams. But we’re more than just a law firm - we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.

We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We’re always looking to support our colleagues in working in a way that best works for them. Please speak to one of our Talent Acquisition Team to find out more information about our flexible working arrangements.

**Your Role and What You'll Be Doing**

First impressions count and our team has a key role in setting the high standard of onboarding service that our clients expect of Irwin Mitchell. The Client Onboarding Teams provide a centralised client and matter onboarding service to fee earners who are engaging clients.

As a Client Onboarding Coach you will play a pivotal role in ensuring team members complete client due diligence and conflicts checks in line with all legal and regulatory requirements and internal policy and procedures.

Reporting to the Training and Competency Manager, you will complete quality assurance checks, provide technical training, and competency accreditation to members of the Client Onboarding teams.

**Key Responsibilities**:
**Accreditation and Quality Framework**
- Develop, maintain and implement a client due diligence and conflicts Competency Accreditation Scheme and quality assurance framework that ensures members of the Client Onboarding Department are signed off as competent and technically skilled to meet legal, regulatory and internal policy requirements when conducting client due diligence and conflict checks.

**Quality Assurance**
- Undertake quality assurance of client due diligence and/or conflicts checks in line with the quality assurance framework and internal policies and procedures. Providing prompt feedback to Officers and Advisers on outcomes, and where required, working in collaboration with team leaders to agree documented technical corrective actions, monitoring the completion of the same.
- Preparing for and conducting quality assurance meetings with Team Leaders and the Head of Client Onboarding, creating detailed written reports at individual, team and departmental level summarising the outcomes, findings, and recommendations.
- Raising and reviewing corrective actions against both process failure / regulatory failure and liaising with case handlers and supervisors to close any actions escalating where appropriate.

**Continuous Improvement**
- Recommending improvements to internal operational process and control structures as required, supporting the Client Onboarding Department in implementing process / control improvements as required.
- Providing feedback to relevant stakeholders on areas for improvements in technical knowledge and/or process improvements and educating colleagues.

**Technical Training and Coaching**
- Conduct regular coaching sessions with members of the Client Onboarding teams to build their technical and functional skills sets identified in the Competency Accreditation Scheme and/or as a result of Quality Assurance recommendations relating to technical competency.
- Evaluate and assess technical skills in the teams, conducting regular technical training needs and gap analysis, ensuring that any quality checking issues identified are incorporated into the gap analysis and followed through with any team wide technical training.
- Design and deliver all new and ongoing training associated with client due diligence and conflict checking in line with regulatory, legislative, and technical changes relating to client due diligence and conflicts.
- Support the integration of new members of the Client Onboarding Teams by designing and implementing the right technical conflicts and client due diligence training plans for their needs.
- Cascade technical knowledge and feedback, contribute to bulletins, lessons learnt and knowledge feedback loops to support continuous improvement and best practice.

**About You**

**Essential**:

- Good written/oral communication skills required at all levels across the business with the ability to deliver clear and concise technical advice.
- Demonstrate experience of working autonomously under pressure and be able to make decisions within their sphere of responsibility.
- Experience of coaching, mentoring and preparing and delivering training, both one to one and for large groups.
- Passion for quality and regulatory compliance including continuous improvement.

**Desirable**:

- Training qualifications or experience using different learning methodologies, but ‘Train the Trainer’ training will be provided w

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