Head of Client and Matter Intake / BAU / CMI / Business Acceptance Operations, Newcastle

Job Description

Practice Group / Department: Risk & Compliance Management UK & Europe - London Job Description Were Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, werelooking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realizetheir full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work fromboth the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s healthand overall wellbeing. Our Newcastle office is currently recruiting for aHead of [Client and Matter Intake / BAU / CMI / Business Acceptance Operations]. As well as the relevant skills and experience, were looking for people who are innovative, commercial and valuethe work that they do. We celebrate multiple approaches and points of view and believe diversity drives innovation, so were building a culture where difference is valued.The RoleThe Head of role will be based in the firm’s Newcastle office and will report to NRF EMEA’s [CCO / CLO / Risk GC – TBC depending on level]. The role will involve managing client and matter intake processes provided by NRF EMEA’s GC & Risk function (RiskTeam), identifying areas for process and / or systems improvement, leading on various risk projects, as required and being a line manager to a Newcastle based team who are involved in the delivery of risk and compliance services to the EMEA firm. The rolewill also be required to liaise with counterparts in the other NRF member firms which constitute the NRF Verein.Key ResponsibilitiesService Management

• Developing and managing the delivery of a best-in-class client and matter intake service to the EMEA region’s business (and NRF’s other member firms on work which is extended between NRF EMEA and the other regions).
• Developing service delivery KPIs, monitoring service delivery with reference to those KPIs and providing standardised reports to the leadership team and other senior management.
• Mitigating regulatory, reputational and liability risks to the firm by ensuring that all new business is subject to appropriate screening and monitoring and complies with the firm’s policies, strategy and risk appetite (eg. conflict checks, reputationaland strategy checks, AML, CTF, PF and sanctions reviews).
• Ensuring timely delivery of clearances of new business by the Risk Team.
• Initiating and contributing to continuous improvement of NRF EMEA’s CMI service and the systems, policies and procedures on which it is based.

Team Management

• Being line manager to a team of dedicated CMI and Risk professionals, based in the firm’s Newcastle office.
• Managing the financial crime and other risk aspects of the new business cleared and monitored by members of the Risk Team who are based in Newcastle.
• Supporting the regional manger group (we currently have 3 managers based in Newcastle, London and Melbourne) in the implementation and management of Risk operations.
• Liaising with, and ensuring efficient and appropriate escalations by the Risk Team to, Subject Matter Experts (SMEs) and/or Regional Managers (e.g. Head of Financial Crime; Risk Counsel – Conflicts; Head of Risk & Compliance, Middle East & Asia).
• Developing policies, procedures and systems, in conjunction with the relevant SMEs/Regional Managers, for effective escalations and approvals of high risk and / or sensitive matters to SEMs / Regional Managers, generally, in order to achieve organisationalclarity and accountability for decision-making.
• Collaborating closely with SMEs/Regional Managers with regard to CMI operations, including service disruption, material changes, new policies and procedures, training, ad hoc projects and resource management.
• Overseeing mentorship programme for Newcastle based Risk team members.

Training and Resource Development

• Designing and developing standardised CMI related resources for new and existing Risk professionals, with the goal of maximising service quality, consistency and efficiency.
• Implementing standardised CMI related training and guidance for all CMI professionals, including those based outside of Newcastle (in conjunction with SMEs and Regional Managers).
• Creating templates for and monitoring individual KPIs / performance statistics.

Stakeholder Engagement

• Sitting on and inputting into the Risk Operational Group.
• Seeking internal client feedback on CMI service delivery and addressing service problems, communication issues and complaints.
• Promoting our CMI service to internal clients and proactively communicating information regarding service disruption and CMI related policies and procedures.
• Liaising with internal stakeholders, including client relationship managers, sector leaders and practice group leaders, to ensure that CMI strategy remains current and is being properly implemented
• Dealing with ad hoc queries from internal clients on matters related to CMI or the client/matter lifecycle
• Building networks within the EMEA Risk Team, other regions’ functional leadership, to the end of promoting a culture of collaborative working and global mindedness.
• Building up networks with other Business Services functions across EMEA.
• Keeping abreast of relevant developments in law and practice and risk issues.
• Collaborating with EMEA Risk colleagues on projects and tasks in keeping with the function’s strategic objectives.

Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offer range of competitive benefits including:

• 25 days hols + Bank hols - Buy up to 5 days
• GP Service
• Bupa Healthcare
• Pension
• Flexible working

#LI-JC1 Diversity, Equity and Inclusion</