Description:
Our Newcastle office is currently recruiting for a Head of [Client and Matter Intake / BAU / CMI / Business Acceptance Operations]. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. We celebrate multiple approaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.
The Role
The 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 (Risk Team), 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 role will also be required to liaise with counterparts in the other NRF member firms which constitute the NRF Verein.
Key Responsibilities
Service 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, reputational and 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 organisational clarity 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.