Type: Full Time Time: Permanent Location: Manchester Working Pattern: +2 days working from the office, 3 days remote Department: Global Client Operations The Role The purpose of this role is to manage all operational aspects of key accounts, providing excellent client service by supporting all practice areas and regions that work on key account clients. The Client Operations Manager has responsibility for the delivery of KPI and SLA compliance as well as compliance to our regulatory and other contractual obligations and will lead on all continuous improvement activity across Key Accounts. The post holder will be a key interface with the Key Account Relationship Partner, reporting to the Client Operations Manager Team Manager, supporting regional relationship partners, as well working closely with the Business Development team, and liaising directly with Client Vendor Management and the Client Claims Teams. The post holder will work with the Client Operations Team Manager and other stakeholders within the business to ensure that we are leading the field of service legal service providers for our key accounts. Key Responsibilities Service Delivery Management Information Overall responsibility for the management and accurate submission of internal and client MI across clients In collaboration with the MI Team provide training and guides to fee earners to enable accuracy of data completion Manage and onboard new client MI requests Central point of contact and subject matter expert for queries from fee earners regarding MI completion In collaboration with the MI team provide exception reporting and tracking of MI compliance issues for the purposes of performance management. Analyse data to identify and implement best practice and improvement opportunity across clients and departments Provide support to team managers to assist in the cultural change requirement to make MI completion and day to day activity, identifying influencers within the teams to assist Contract Management Manage compliance with the client SLA, particularly regarding finance and billing. Collaborate with Key account team in relation to the timely renegotiation of rates and the renewal of contracts Manage the relationship with client vendor management regarding all operational aspects of the account. Manage all contractual and regulatory requirements around delegated authority contracts (TPA) Responsibility for the management of onboarding any new e-billing processes, including collaboration with finance teams, management of communications to and training off fee earners. Responsibility for the smooth running of existing e-billing processes, managing required improvements Responsibility for the management and timely response to client due diligence requests Ensure information is stored and archived in line with best practice guidance Performance Management Review information from a number of sources, including client MI reports and QA, to analyse performance against KPI's and identify areas for improvement and share best practice across departments Making recommendations for improvement areas and remedial actions Preparing presentations to the client in relation to the above Attendance at client performance meetings and responding to queries raised by the client where appropriate Collating and reviewing information from a number of resources to identify opportunities to provide value add opportunities to the client Make recommendations and implement continuous improvements across the account Review all training materials to ensure fee earners are up to date with new initiatives and processes Deliver an annual SLA training programme to respective client fee earners as well as supporting new processes and initiatives with all training and assistance required Create and implement and induction process for onboarding new fee earners to respective accounts Audit management Regular liaison with the QA Team to ensure that timely audit summaries are produced, and results shared Ensure that client and internal targets for audit performance are met General Operational support to client development management team with initiatives as client newsletters and marketing information Support other project work as required working in collaboration with members of the client operations team, supporting business initiatives and assisting with compliance to client service delivery. Monitor and report progress on initiatives and manage projects where required. Essential Skills however, Clyde
