Your Role
and What You'll Be Doing
Irwin Mitchell provides a centralised client onboarding service to fee earners who are engaging clients with the firm. First impressions count and the Client Onboarding and Client Due Diligence (CDD) teams have a key role in setting the high standard of onboarding service that our clients and fee earners expect of Irwin Mitchell. The Client Onboarding Performance Optimisation Manager role is responsible for driving performance outcomes and impact across expert teams who open client matters and conduct conflict, CDD and AML checks across the LLP.
The Performance Optimisation Manager will have excellent analytical and operational skills to monitor and drive the ambitious performance targets across a complex regulated environment. Working closely with the Head of Client Onboarding and Client Onboarding team leaders, the role holder will ensure the teams are responsible for continually delivering service to clients and fee earners to high standards of quality, speed and regulatory compliance. The role ensures high-quality service delivery, compliance with legal and regulatory requirements, and continuous improvement in operational activity
You will be required to:
1. Manage performance and service delivery for 6 client onboarding teams.
2. Provide visible leadership to ensure high-quality service to clients and fee earners is executed with a focus on exceeding SLAs.
3. Collaborate closely with the CDD Team Leaders to monitor and evaluate team and individual team member performance, providing regular feedback, coaching and problem-solving tools to team leaders to support their delivery of service.
4. Be responsible for managing and continually improving all operational activity across all teams including – pipeline management, work prioritisation, work allocation, service levels, productivity, and quality ensuring a cross-team view is always taken.
5. Prepare, analyse and distribute regular reports. Maintain accurate records and ensure data integrity across all reporting processes.
6. Act as a point of escalation for complex or sensitive client due diligence and conflict matters, ensuring timely and appropriate resolution.
7. Ensure all teams comply with legal, regulatory, and internal policy requirements related to client due diligence and conflict processes.
8. Work with stakeholders to develop and improve onboarding controls and reporting, ensuring data accuracy and minimising negative impact on fee earners.
9. Apply strong problem-solving skills to identify issues, analyse root causes, and develop effective, practical solutions that improve business processes
About You
10. Strong experience in driving performance impact in a high-volume complex area to meet quality, speed and regulatory objectives
11. Good knowledge of legal and regulatory rules impacting Law firms when onboarding and monitoring clients including conflict checking, file opening, CDD and AML
12. Analytical thinking and problem-solving
13. Data interpretation and reporting
14. Stakeholder engagement and communication
15. Requirements gathering and documentation
16. Project management and reporting skills
17. Familiarity with business intelligence tools
18. Understanding of business processes and systems
19. Adaptability and continuous learning
20. Attention to detail
21. Confident user of Microsoft packages (Word, Excel, PowerPoint, Team
Our Benefits - What We Can Offer You
22. 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
23. Generous and flexible pension schemes.
24. Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
25. Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!
Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.
Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.