Overview
The New Business Supervisor plays a key role in ensuring the effective day-to-day operation of the New Business Team, supporting the Head of Operations and leading a team of New Business Assistants. The role involves overseeing client onboarding and compliance processes, monitoring performance targets, providing hands-on support for complex queries, and helping drive improvements in client service delivery. The New Business Supervisor is responsible for ensuring the team consistently delivers a high standard of client experience and supports compliance across property and private client matters as well as implementing new processes and procedures to ensure the future success and development of the team.
Key responsibilities
Team Leadership and Oversight
* Supervise, support and lead the New Business Assistants in delivering their daily responsibilities
* Monitor workflow across the team to ensure consistent performance in line with agreed service levels and deadlines
* Provide guidance and training to team members, including onboarding new staff and mentoring junior team members
* Escalate any significant compliance or operational issues to the Head of Operations
* Support the Head of Operations in developing and refining processes, procedures and team objectives
* Conduct regular team check-ins and contribute to team meetings and performance reviews
* Act as a first point of contact for queries or issues from within the team and resolve where possible
Operational Responsibilities
* Ensure that compliance standards and audit measures are adhered to as per firm policies
* Oversee and perform client onboarding procedures, including:
* Collecting and reviewing identification (ID) and explaining ID requirements to clients as needed
* Inputting client and matter data into the practice management system and relevant case management systems
* Producing and sending client care letters and Terms of Service
* Performing AML checks, UK sanctions regime checks, and conflict checks
* Reviewing for existing wills/deeds and arranging file retrievals
* Reporting any concerns or irregularities to the Head of Operations
* Ensure file opening tasks are completed accurately and returned to legal teams within target timescales
* Handle complex queries from clients and internal teams in a professional and timely manner
* Support the team with new enquiries across residential property and private client matters and complete enquiry forms
* Oversee and assist in the closure of physical and electronic files in line with policy
* Maintain accurate and up-to-date records in client and contact databases.
Additional Responsibilities
* Actively contribute to process improvement initiatives to enhance client service and team efficiency
* Provide regular feedback to the Head of Operations on team performance, training needs, and resource allocation
* Step in during the absence of the Head of Operations, where appropriate, to ensure continuity of team operations
* Coordinate with other departments and stakeholders to ensure a seamless client experience and operational alignment
Key Skills
* Proven administrative experience in a client service or compliance support role within a legal or professional services environment
* Experience supervising or mentoring others, with the ability to delegate and manage workload
* Strong attention to detail and excellent organisational skills
* Experience of inputting data and working to tight timescales
* Analytical thinking
* Time management
* A good communicator (both written and verbal) and have the confidence to discuss ID requirements with our clients, as well as with members of the firm
* Committed to providing excellent client service
* Proficient with IT
* Experience of working with a practice management system would be preferred
* Experience in law firm compliance requirements is desirable
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