Job Description

• To manage specific Outsourcing clients & workflow via own team, providing high quality client service experience whilst ensuring adherence to individual job budget and maximum fee recovery
• Own client portfolio/contacts for ongoing management and development
• Partners and employees who are key stakeholders in outsourcing work across the Service Line
• Operational day to day team management responsibility
• Being a People Manager where appropriate (see separate People Manager role document)
• Developing & building own network of intermediaries & prospects
• Ensure the planning, prioritizing and allocation of all relevant client outsourcing work ensuring effective team workflow
• Ensure establishment of scope and budget for each piece of client outsourcing work and ensure adequate briefing to team members where relevant
• Ensure full agreement of client for outsourcing work to be undertaken and communicate likely fees prior to commencement to maximize fee recovery
• Ensure full implementation of all client outsourcing work in line with agreed budget ensuring adherence to The KR Way standards of performance document
• To proactively look for ways to maximize efficiencies within the Service Line
• Develop working across the Service Line in a technical or sector role
• Monitor work progress and ensure appropriate levels of communication with all clients and internal stakeholders on progress for each key task or phase
• Ensure proactive management of instances where the ‘work performed’ exceeds the agreed client fee and ensure agreement of a mutually acceptable outcome
• Ensure preparation of bills for own client outsourcing work done and ensure they are sent to the client in a timely manner
• Liaising with other Service Lines when reviewing WIP on own client to ensure their Matter WIP and time costs are billed in a timely manner
• Run the biweekly workflow meetings to ensure maximum work on track & to tackle any off track
• Ensure sign off and authorization of documents/accounts/returns is completed by a partner/director
• Manage, support and develop a client portfolio, with increased technical or complex issues and sector specialisms, ensuring the maximizing of client advocacy and fee levels from own portfolio
• Act as a key point of contact for nominated clients so as to deliver their outsourcing requirements
• Return phone calls and written correspondence to all of the above within required deadline and ensure promises are kept
• Manage a selection of strategic projects as required
• Attend/lead outsourcing review and close down meetings for own clients as required
• Proactively contact clients when items of interest/benefit to the client arise therefore adding value
• Provide appropriate access and support for other internal departments to outsourcing clients so as to assist the cross selling of services into the outsourcing client base
• Ensure client hygiene factors are in place, AML, KYC reviews, engagement letters etc
• Leadership, People Management and Development
• Be aware of individual team member capability and aspiration ‘enable’ best performance of a team through coaching and mentoring of team members Set out objectives for the outsourcing team on each job
• Ensure the defining and agreeing of formal objectives & development goals for all direct reports in line with the outsourcing SL business plan
• Monitor individual and team performance versus original objectives as set at the start of each job and have an awareness of the departmental KPIs
• Monitor individual and team performance versus original objectives and SL KPIs
• Provide regular feedback to all direct reports on their performance via ‘1:1’ meetings
• Provide support for internal & external recruitment of Service Line team members at manager level and below assistant manager level and below
• Oversee professional development of team members
• Internal Financial Management & Business Planning
• Monitor performance of team and individuals’ KPIs in line with the outsourcing SL business plan
• Where team performance is at or above target, ensure this is communicated to own team and the celebration of success is encouraged
• Where team performance is below target, encourage and instigate remedial action and focus from self and team colleagues to rectify and improve short term performance

Required Knowledge, Skills, and Abilities