Team Leader Client Onboarding

5 months 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 service that our clients expect of Irwin Mitchell. As part of the team, you’ll work with clients and colleagues to successfully onboard our clients.

The Client Onboarding Team provides a centralised client and matter onboarding service to fee earners who are engaging clients with the firm.

As a Client Onboarding Team Leader plays a crucial role in overseeing and managing a team of advisers who are responsible for opening matters and conducting simple due diligence and conflict checks. You’ll provide guidance, support, and supervision to the team members, ensuring compliance with legal and regulatory requirements, and fostering a culture of collaboration and excellence.

**Key Responsibilities**:

- **Leadership** - Leading and managing a team of Client Due Diligence Officers and Senior Officers, providing guidance and support,(or ensuring that the team have sufficient support and guidance from Coaches) in conducting due diligence and conflict checks on clients.
- **Leadership** - Monitoring and evaluating individual team member performance, providing regular feedback, coaching, and mentoring to team members to support their professional development.
- **Leadership **- Creating and maintaining an engaging and inclusive environment where team members feel they can perform to the best of their abilities and grow their careers with Irwin Mitchell.
- **Training** - Identify and coordinate the provision of training and guidance to team members on legal and regulatory developments, process changes and firm-specific policies and procedures.
- **Regulatory **- Working in collaboration with Coaches ensuring the team complies with all legal and regulatory requirements and internal policies and processes in relation to client due diligence and conflict policy, procedure and processes.
- **Workflow and service delivery** - Responsible for managing, delivering, and improving all operational activity within the team including - pipeline management, work prioritisation, work allocation, service levels, productivity, and quality.
- **Workflow and service delivery** - Understand the work and workflows and work tirelessly to remove blockages/ issues that prevent team members being able to do their work effectively and deliver what matters to clients and fee earners. These could cover a range of root causes including process design, systems issues, training and support, communication etc.
- **Continuous Improvement and change**:

- Lead and drive initiatives aimed at improving client experience and/ or meeting legislation and regulations, aligned to key strategic priorities. Supporting the development and implementation of new systems, technologies, and tools to enhance the team's capabilities and performance.
- **Relationship building** - Collaborating with internal stakeholders, such as partners, fee-earners, and other teams, to ensure seamless coordination and timely completion of client due diligence and conflict checks. Build strong relationships across Client Onboarding and with the fee earning teams. Act as a point of escalation for complex or sensitive client due diligence and conflict matters, ensuring issues are resolved in a timely and appropriate way.

**About You**

**Essential**:

- A minimum of 2 years’ experience of service delivery and operational management managing high volumes of work through a fast-moving pipeline and meeting speed, quality, and regulatory requirements.
- Excellent leadership and people management skills, with the ability to motivate and inspire team members to achieve high standards of performance.
- Knowledge of legal and regulatory frameworks relating to client due diligence and conflicts a UK Law firm operates in.
- Familiarity of SRA Standards and Regulations relating to conflicts and client due diligence, anti-money laundering (AML) regulations, sanctions regimes, and other relevant legislation.
- Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
- A proactive and adaptable approac

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