This is not a typical client management role
* At MPL, Legal is scaling fast. More clients, more complexity, higher expectations
* We don’t need someone to “manage relationships.” We need someone who owns them
* This role sits at the point where client expectation meets operational reality and makes sure the two align
The Role
* You will take full ownership of how clients experience MPL Legal
* From onboarding through to ongoing delivery, you are the person who ensures clients feel in control, informed, and confident not chasing, questioning, or second-guessing
You Will
* Lead onboarding of new clients, turning complex requirements into clear, executable delivery
* Act as the central point of ownership across Legal, Claims, and Operations
* Build relationships that are based on trust, not dependency
* Own SLA/KPI conversations setting expectations properly, not retrospectively managing issues
* Identify risks early and deal with them before they become problems
* Control change no ad hoc solutions that break scalability
What This Role Really Requires
This is a high-accountability role. It will suit someone who is:
* Commercially aware you understand the impact of decisions on both client and business outcomes
* Operationally credible you know how Legal and Claims work, not just how they’re described
* Confident with clients you can challenge, reset expectations, and lead conversations when needed
* Structured in your thinking you bring order to complexity and make things repeatable
* Proactive by default you don’t wait to be asked or told
Experience We Expect
* Strong background in client-facing or account management roles within claims, legal, or insurance environments
* Good working knowledge of credit hire, personal injury, or litigation processes
* Proven ability to manage stakeholders across multiple functions
* Experience handling onboarding, implementation, or service delivery in a structured environment
What Success Looks Like
* Clients describe MPL as easy to work with, structured, and in control
* Onboarding is consistent, repeatable, and professionally executed every time
* Internal teams are aligned, clear, and set up to deliver
* Growth in Legal services happens without disruption, inconsistency, or rework
Why MPL
* We are not building a traditional claims business
* We combine Legal, Claims, and Technology to deliver outcomes differently and better
* That only works if the client experience is as strong as the delivery behind it
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