Strategy, Governance, and Service Delivery
-Develop and execute the firm’s strategy and operating model for client and matter intake, including staffing, service levels, and technology enablement.
-Establish governance, controls, approval processes, and escalation protocols across intake, conflicts, risk review, and matter opening.
-Lead initiatives to enhance data integrity, service delivery, and the client and attorney intake experience.
-Serve as the senior escalation point for complex or high-priority intake matters.
-Maintain intake policies, procedures, standards, and training materials.
Intake and Matter-Opening Operations
-Direct the end-to-end client and matter intake lifecycle, including onboarding, maintenance, approvals, engagement documentation, transfers, and matter closure.
-Ensure the accuracy, completeness, and integrity of client, matter, billing, and related business data.
-Establish and optimize intake workflows for standard and specialized engagement scenarios.
-Partner with Finance, Billing, Pricing, Case Management, and other stakeholders to support efficient matter setup and downstream operational readiness.
-Oversee intake queues, workloads, and service levels, proactively addressing delays, bottlenecks, and escalations to ensure timely matter opening.
Conflicts, Risk, and Compliance Partnership
-Partner with Conflicts Counsel, the Office of General Counsel, and firm leadership to support conflicts clearance, risk management, and compliance processes.
-Oversee operational aspects of client due diligence, engagement documentation, outside counsel guidelines, and related risk-control requirements.
-Ensure required approvals, waivers, engagement terms, and supporting documentation are properly obtained, maintained, and integrated into intake workflows.
-Support audits, regulatory reviews, and internal control activities through effective documentation, reporting, and process oversight.
-Maintain appropriate separation between operational ownership and legal decision-making, ensuring substantive risk determinations remain with authorized attorneys and committees.
Data, Technology, and Process Improvement
-Establish and maintain data governance, quality standards, and controls for client and matter information.
-Serve as the business owner for Intapp Open and related intake technologies, overseeing system strategy, enhancements, integrations, and vendor relationships.
-Lead process optimization, workflow automation, and change management initiatives that improve efficiency, accuracy, transparency, and user experience.
-Partner with Technology, Information Security, Pricing, and other business stakeholders to enhance data quality, system performance, and operational effectiveness.
-Drive continuous improvement through analytics and root-cause analysis to reduce risk, strengthen controls, and prevent downstream operational issues.
Team Leadership and Stakeholder Management
-Provide strategic leadership and development for the New Business Intake team, including talent management, succession planning, and organizational effectiveness.
-Foster a culture of accountability, collaboration, service excellence, sound judgment, and continuous improvement.
-Build and maintain strong partnerships with firm leadership, attorneys, business professionals, and key stakeholders across the organization.
-Champion training, communication, and change management initiatives that promote adoption of intake processes, policies, and systems.
-Oversee relationships with external vendors and service providers, ensuring performance, quality, and alignment with firm objectives.
Performance Management and Reporting
-Establish and monitor key performance indicators, service levels, operational trends, and capacity metrics to drive performance and continuous improvement.
-Oversee the delivery of accurate, timely, and confidential reporting for firm leadership, clients, and other stakeholders.
-Provide data-driven insights and recommendations to support strategic decision-making, resource planning, and business growth.
-Develop forecasting, quality assurance, and control programs to ensure operational effectiveness, compliance, and accountability.