Intake Supervisor

Description & Requirements

• To effectively supervise the New Business Intake (NBI) team and operations; provide an efficient and effective service to In-Market personnel, including Firm Partners and offices when opening new and existing client registrations and matters; guide Partners to ensure compliance with ethical and legal duties to avoid conflicts of interest and in meeting professional responsibility obligations. To manage several NBI Intake staff all based in the Tampa Center; ensure all team members perform to the highest level and adhere to Firm and NBI policies and procedures.
• Main Responsibilities:
• Provide support to the Firm, Partners, and offices about the new business intake and maintenance processes, mitigating risk exposure of the firm to client onboarding and matter opening
• Supervise the New Business Intake Tampa team including daily assignment of work, ensuring all NBI checks are completed by the team for matter opening and maintenance processes, and coordinating daily handovers with global center team peers
• Supervise team performance to service KPIs and Service Level agreements, ensuring all requests are reviewed and processed by the team within the agreed 2 business day service level agreement
• Provide feedback on office performance to key in-market stakeholders to ensure the quality of submissions meets the target 95% Right First Time Intake requirements and drive engagement to improve performance where required
• Provision of advice, mentoring, and training on compliance with the Attorney Manual and relevant laws, including Anti-Terrorist Financing/Anti-Money Laundering/Know Your Client issues, NBI, and Firm policies and procedures
• Work with the Service Owner to implement quality checks and ensure all team members receive constructive feedback, with a view to continuous improvement and excellent service delivery
• Performance Management responsibilities are an important aspect of the role; hold regular one-to-one meetings with team members and be responsible for performance planning and management; work with peers and the Service Owner to ensure objectives, benchmarks, and performance expectations are aligned across the department and are consistently applied
• Responsible for the training and development of their team
• Support Coordinators and Analysts in their roles and drive departmental performance and success through technical and critical skills training; identify training needs and work with Analysts to ensure they have the training and support required to perform competently in their roles