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Client Onboarding Quality Assurance Trainer

4 months ago

Birmingham UK, West Midlands, United Kingdom Elevate Full time

Our customer, a global law firm is looking for an experienced Client Onboarding Quality Assurance Trainer.


Location - Hybrid in Birmingham/Sheffield/ Manchester


Role Overview:

  • 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. The role will cover activities relating to client due diligence and/or conflicts.


Key Responsibilities / Accountabilities:


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.
  • Work closely with the relevant Team Leaders and other coaches to evaluate and assess the client due diligence and conflicts 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.
  • 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.
  • Build and maintain effective collaborative working relationships with all leaders in the Client Onboarding Department and the General Counsel Team to deliver agreed technical training objectives.
  • Drive significant improvements in client due diligence and conflicts technical skills and knowledge within the teams.
  • Keep up to date with all relevant regulatory, legislative, and technical changes relating to client due diligence and conflicts.
  • Detailed understanding of Client Due Diligence and Conflict policies, controls, and procedures, and ensure consistent application through technical training across the teams.
  • Proactively build and develop relationships with other functions, particularly the General Counsel Team, to ensure effective sharing of knowledge and promote collaborative working.
  • Cascade technical knowledge and feedback, contribute to bulletins, lessons learnt and knowledge feedback loops to support continuous improvement and best practice.
  • Providing ad-hoc guidance and support to Senior Officers, Officers and Advisers on technical aspects of client due diligence and conflicts.


Knowledge, Skills, and Experience:

Essential

  • In depth technical knowledge, skills, and experience of practically applying the legal and regulatory requirements relating to client due diligence and/or conflicts in a law firm, for both domestic and international individual and business clients.
  • Good written/oral communication skills required at all levels across the business.
  • Demonstrate experience of working autonomously and be able to make decisions within their sphere of responsibility.
  • Experience of preparing and delivering training, both one to one and for large groups.
  • Experience of coaching and mentoring team members.


Desirable

  • Training qualifications or experience using different learning methodologies, but ‘Train the Trainer’ training will be provided where required.
  • Knowledge of client due diligence software such as Smart Search, World Check, or other software providers.
  • Knowledge of 3e
  • Knowledge of regulatory requirements for other professional industries such as FCA or of international law firm regulations.


Detailed knowledge and practical application in a law firm of:

  • SRA Standards and Rules relating to Conflicts
  • Financial Crime prevention rules and regulation.


About Elevate

Elevate provides consulting, technology and services to law departments and law firms across the globe. Headquartered in Los Angeles, our 1,600+ strong team of legal professionals, lawyers, consultants, project managers, and engineers operate across the United States, Europe, UK, and Asia, Hong Kong and Australia.


ElevateFlex, is the flexible resourcing capability within Elevate, we define and support a new flexible career within the legal industry. We match exceptional legal professionals to the evolving needs of our Customers through the curation of a world-class, global Community of Talent, and advanced, technology-enabled search. We were recently proud to be assessed in Band 1 of Chamber’s Global Flexible Legal Resourcing category.


Our Vision is a world where legal and business teams achieve incredible outcomes, together.


Equitability and Inclusion are critical to ElevateFlex’s success. As The Law Company, changing the legal business landscape, we know a diverse, inclusive work culture is at the heart of attracting, retaining, and celebrating the industry’s most talented people. We empower our employees to bring their whole selves to work because we know that diversity of experience and perspective drive innovation and is simply good business.


As a strong proponent of diversity, equitability, and inclusion, ElevateFlex is committed to hiring diverse candidates from all backgrounds. We invite you to apply to become part of the ElevateFlex Team – help us change the legal business landscape and make a dent in the legal universe.