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Client Onboarding Quality Assurance Specialist

2 months ago

Manchester, United Kingdom Irwin Mitchell Full time

About Us

We are a national legal practice with a commitment to local service. Our guiding principle is that we are legal and financial specialists who genuinely care, which is evident in our interactions with clients and our support for one another. More than just a law firm, we are a collaborative team dedicated to assisting individuals and businesses through various challenges. Here, you will experience a welcoming and inclusive workplace culture.

We appreciate your unique contributions and foster an environment where we support each other to push boundaries and achieve remarkable outcomes that positively impact our clients and communities.

We strive to accommodate our colleagues in their work preferences, ensuring that it aligns with the needs of clients, the organization, and regulatory bodies. For more information, please connect with our Talent Acquisition team.

Your Role and Responsibilities

As a pivotal member of our Client Onboarding team, you will help establish the high service standards that our clients expect. The Client Onboarding Teams deliver a centralized service for client and matter onboarding to fee earners engaging with clients.

In your role as a Client Onboarding Quality Assurance Analyst, you will ensure that team members perform client due diligence and conflict checks in accordance with legal, regulatory, and internal policy requirements.

Reporting to the CDD/Conflicts Team Leader, your responsibilities will include conducting quality assurance checks and providing constructive feedback to Client Onboarding team members. Your focus will encompass activities related to client due diligence and conflict management.

Key Responsibilities:

Accreditation and Quality Framework

  • Oversee a Competency Accreditation Scheme and quality assurance framework for client due diligence and conflict checks, ensuring that all Client Onboarding Department members are recognized as competent and technically proficient in meeting legal and regulatory standards.

Quality Assurance

  • Conduct quality assurance reviews of client due diligence and conflict checks, adhering to internal policies and procedures. Provide timely feedback to Analysts, Officers, and Senior Officers, collaborating with team leaders to establish documented corrective actions and monitor their implementation.
  • Prepare and lead quality assurance meetings with Team Leaders and the Head of Client Onboarding, generating comprehensive reports summarizing outcomes, findings, and recommendations.
  • Identify and address corrective actions related to process and regulatory failures, coordinating with case handlers and supervisors to resolve issues, escalating as necessary.

Continuous Improvement

  • Propose enhancements to internal operational processes and controls, assisting the Client Onboarding Department in implementing necessary improvements.
  • Provide insights to stakeholders regarding areas for improvement in technical knowledge and processes, facilitating colleague education.

Technical Training and Coaching

  • Conduct regular coaching sessions to enhance the technical and functional skills of Client Onboarding team members, as identified in the Competency Accreditation Scheme or through Quality Assurance feedback.
  • Collaborate with Team Leaders and other QA Analysts to assess technical skills in client due diligence and conflict management, performing gap analyses and ensuring that identified quality issues are addressed through training.
  • Assist in developing training materials and case studies for ongoing training related to client due diligence and conflict management.
  • Support the onboarding of new Client Onboarding team members by designing tailored training plans for their technical needs.
  • Foster effective working relationships with leaders in the Client Onboarding Department and the General Counsel Team to achieve training objectives.
  • Drive significant advancements in the technical skills and knowledge of client due diligence and conflict management within the teams.
  • Stay informed about relevant regulatory, legislative, and technical changes affecting client due diligence and conflicts.
  • Ensure consistent application of Irwin Mitchell's Client Due Diligence and Conflict policies through comprehensive technical training.
  • Build collaborative relationships with other functions, particularly the General Counsel Team, to facilitate knowledge sharing and promote teamwork.
  • Disseminate technical knowledge and feedback, contributing to bulletins and lessons learned to support continuous improvement.
  • Provide ad-hoc guidance to Senior Officers, Officers, and Analysts on technical aspects of client due diligence and conflicts.

About You

Essential Qualifications:

  • Extensive technical knowledge and experience in applying legal and regulatory requirements related to client due diligence and conflicts within a law firm context.
  • Experience at a Senior Officer level with additional Quality Control (QC) or Quality Assurance (QA) responsibilities.
  • Strong written and verbal communication skills across all business levels.
  • Ability to work independently and make informed decisions within your area of responsibility.
  • Experience in coaching and mentoring team members.
  • Familiarity with 3e and regulatory requirements in other professional sectors.
  • Experience in preparing and delivering training for both individuals and groups.
  • In-depth knowledge of SRA Standards and Rules regarding Conflicts and Financial Crime prevention regulations.
  • Commitment to quality and regulatory compliance.
  • Professional demeanor with the ability to influence and convey clear technical advice.
  • Approachable with strong relationship-building skills.
  • Collaborative team player with the ability to adapt to changing priorities.
  • Strong sense of responsibility and ownership.
  • Excellent organizational and time management skills.
  • Resilient and energetic personality with a desire for continuous improvement.
  • Coaching skills.

Desirable Qualifications:

  • Training qualifications or experience in various learning methodologies, with 'Train the Trainer' training provided as needed.
  • Familiarity with client due diligence software such as Smart Search or World Check.
  • Training and/or qualifications in coaching.

Our Benefits

  • Standard 25 days of holiday plus bank holidays, with the option to purchase additional leave.
  • Flexible and generous pension schemes.
  • Two paid volunteering days annually for a cause of your choice.
  • Westfield Health membership for medical service refunds and access to Aviva Digital GP services.

We prioritize well-being initiatives to promote positive mental health in and out of the workplace, including our Flexible by Choice program, which allows colleagues to choose a hybrid working model based on role and team requirements.

Recognized as one of the Best Workplaces for Wellbeing for Large Organizations in 2024, we are committed to diversity and inclusion, fostering an environment where all colleagues can thrive.

Our responsible business initiatives focus on social responsibility, community investment, and climate change, encompassing four key areas: Our People, Our Community, Our Environment, and Our Pro Bono efforts.

Additional Information

All successful applicants must complete the employment screening process to ensure compliance with our standards of honesty and integrity, protecting the interests of the Group, colleagues, clients, and stakeholders.

This screening process includes checks for eligibility to work in the UK, criminal records, and financial assessments, conducted by trusted third parties.

The employment screening will adhere to Data Protection and applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.