Optimisation Manager; Client Onboarding

Overview

Irwin Mitchell provides a centralised client onboarding service to fee earners who are engaging clients with the firm. The Client Onboarding Performance Optimisation Manager role is responsible for driving performance outcomes and impact across expert teams who open client matters and conduct conflict, CDD and AML checks across the LLP. The Performance Optimisation Manager will have excellent analytical and operational skills to monitor and drive the ambitious performance targets across a complex regulated environment.

Working closely with the Head of Client Onboarding and Client Onboarding team leaders, the role holder will ensure the teams are responsible for continually delivering service to clients and fee earners to high standards of quality, speed and regulatory compliance. The role ensures high-quality service delivery, compliance with legal and regulatory requirements, and continuous improvement in operational activity.

• Manage performance and service delivery for 6 client onboarding teams.
• Provide visible leadership to ensure high-quality service to clients and fee earners is executed with a focus on exceeding SLAs.
• Collaborate closely with the CDD Team Leaders to monitor and evaluate team and individual team member performance, providing regular feedback, coaching and problem-solving tools to team leaders to support their delivery of service.
• Be responsible for managing and continually improving all operational activity across all teams including - pipeline management, work prioritisation, work allocation, service levels, productivity, and quality ensuring a cross-team view is always taken.
• Prepare, analyse and distribute regular reports. Maintain accurate records and ensure data integrity across all reporting processes.
• Act as a point of escalation for complex or sensitive client due diligence and conflict matters, ensuring timely and appropriate resolution.
• Ensure all teams comply with legal, regulatory, and internal policy requirements related to client due diligence and conflict processes.
• Work with stakeholders to develop and improve onboarding controls and reporting, ensuring data accuracy and minimising negative impact on fee earners.
• Apply strong problem-solving skills to identify issues, analyse root causes, and develop effective, practical solutions that improve business processes.

• Strong experience in driving performance impact in a high-volume complex area to meet quality, speed and regulatory objectives
• Good knowledge of legal and regulatory rules impacting Law firms when onboarding and monitoring clients including conflict checking, file opening, CDD and AML
• Analytical thinking and problem-solving
• Data interpretation and reporting
• Stakeholder engagement and communication
• Requirements gathering and documentation
• Project management and reporting skills
• Familiarity with business intelligence tools
• Understanding of business processes and systems
• Adaptability and continuous learning
• Attention to detail
• Confident user of Microsoft packages (Word, Excel, PowerPoint, Team)

• 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
• Flexible by Choice programme which provides more hybrid working options subject to role, team and client requirements.

We’re a national law firm with a local reach. Our legal experts are here for you. Working here you’ll feel part of our friendly and inclusive environment. We value you for who you are and what you bring, and we support colleagues to work in a way that works best for them and everyone else, including clients, the business and regulators.

For more information, please speak to a member of our Recruitment and Onboarding team. Additional information: as part of the Irwin Mitchell Group’s onboarding process, all successful applicants are required to complete the group’s employment screening process, which includes honesty and integrity checks, eligibility to work in the UK, criminal record and financial checks with trusted third parties, compliant with Data Protection and applicable laws.