Manager - Client Operations & Risk Management
Who We Are:
Aird & Berlis LLP is a prominent Canadian business law firm located in the heart of Toronto’s and Vancouver’s financial districts. With over 250 lawyers, business advisors and patent agents, we serve clients across Canada and globally.
What We Believe In:
The firm is committed to ensuring that all members of the Aird & Berlis LLP community feel valued, respected and supported. We are a dedicated group of diverse individuals who care about each other, the work we produce and the client service we provide. We go to great lengths to foster a professional, supportive environment for all firm members so you can focus on the important things: client service, your career and your life.
What We are Looking For:
Aird & Berlis LLP is looking for a Manager, Client Operations and Risk Management, who will be pivotal to oversee the onboarding and offboarding processes of clients, manage client operations, and ensure effective risk management. This role requires a combination of conflicts knowledge, project management, contribution to innovative process excellence, change management and training initiatives designed to improve awareness, compliance, consistency and efficiency of conflict checking procedures. The ideal candidate should be a self starter and be a strategic leader with strong organizational skills to manage a well established team of 16 professionals, ensuring seamless client service delivery and compliance with firm policies.
Responsibilities:
- Onboarding:
- Lead discussions with incoming lawyers regarding file transfers, conflict checks, and special billing requirements
- Coordinate conflict clearances with the firm’s Conflicts Committee Chair for conflict clearances and liaise with lawyers on potential issues, and manage special billing needs
- Oversee the setup of files, including firewall requirements for past work, specialty files, directorships, and pro bono files
- Provide instructions for file setups and be a central point of contact for incoming lawyers during their initial months
- Offboarding:
- Define and oversee the offboarding process, including executing steps in the firm’s departing lawyer package which include: WIP, trust, and A/R management, undertakings, file transfers, and electronic document sharing
- Ensure all necessary procedures are followed for departing lawyers, including final docket postings and email contacts
- Client Matter File (CMF) Approvals:
- Address daily inquiries, investigate issues, and resolve challenges related to CMF approvals
- Manage service levels with respect to timely and accurate processing of CMF requests
- Support a well established team of 13 conflict checking and file opening professionals and responding to queries such as; engagement letters, rates, discount authorizations, standard term changes and manage overall client operations policies and protocols
- Ebilling and Client Onboarding:
- Review and respond to client questionnaires and outside counsel guidelines, facilitating responses and negotiating terms with clients
- Oversee the onboarding process for new clients, ensuring compliance with firm policies and procedures
- Oversee the ebilling team to manage client, matter, timekeeper, and rate setup in various ebilling platforms. The ebilling team’s mandate also includes working with the internal billing team to submit invoices to various ebilling platforms
- Rate Management:
- Oversee the firm’s annual client rate renewal process
- Prepare and review spreadsheets for rate notifications, ensuring accuracy and completeness
- Coordinate with stakeholders (partners, clients, etc.) to finalize rates and manage the approval process
- Client and Lawyer Support:
- Provide guidance on client/file setup, discount scenarios, and staffing
- Manage internal lawyer personal files, ensuring compliance with firm policies
- Resolve matter credit disputes and mediate resolutions between parties
- Mail and File Management:
- Oversee mail addressed to departed timekeepers and ensure proper handling of file retrievals and releases
- Authorize and coordinate file/minute book releases for client directions
- Proof of Claims and Bills of Costs:
- Gather materials, liaise with lawyers, and file necessary forms for proof of claims
- Manage the transfer of internal legal file dockets for in-house collection of accounts receivable
- Team Leadership and Development:
- Lead and mentor a team of 16 professionals, providing training, guidance and support to ensure high performance
- Conduct regular team meetings, recruiting activities, performance reviews, and professional development sessions
- Foster a collaborative and inclusive team environment
- Risk Management:
- Identify and mitigate risks related to client operations and file management
- Ensure compliance with firm policies and regulatory requirements
- Additional Responsibilities:
- Collaborate with HR on recruitment, training, and employee relations matters
- Support various projects and initiatives as requested by the Executive Committee, Chief Operating Officer, Chief Financial Officer, or other senior leadership
Requirements:
- Bachelor's degree in Business Administration, Law, or a related field.
- Minimum of 7 years of experience in client operations, risk management, or a related area.
- Proficiency in legal practice financial management software (e.g. ADERANT)
- Proven leadership experience managing a team
- Flexible to work over time as required
- Handle time pressure situations and stress of multiple shifting demands
- The ability to be prioritize and be adaptable to the changing demands of the job
Skills:
- Microsoft Office 365 suite of applications
- Strong verbal and written communication
- Ability to problem solve, remain calm and professional even during heavy workload
- Works Independently and is professional
- Produce the highest quality of work
- Accountable for all work assigned
- Take initiative
- Confidential
- Good judgement and decision making
- Strong interpersonal skills
- Organized
- Resourceful
- Detailed
Why You Should Apply:
- Opportunities for growth and on the job training and development
- Competitive compensation and benefits package
- We pride ourselves on being a mid-sized firm with a family feel
- Active involvement in our community with opportunities to volunteer
- Mentor program
- Wellness programs
How To Apply:
Applications should be submitted via the online portal.
Any offer of employment will be conditional upon a criminal background check.
We will review applications as they are received and all applications will be kept on file. Only those candidates selected for an interview will be contacted.
Aird & Berlis LLP is committed to providing equal access to employment. If you require accommodation, please contact ckelly@airdberlis.com and we will work with you to provide accessibility support.