Role purpose

To be responsible for all operationally related aspects of intake services and processes, particularly around client due diligence (anti-money laundering and conflicts checks), new client and matter set-up, etc. This role is critical in managing the Firm's overall risk profile as well as supporting the needs of downstream processes such as billing, e-billing, and collections.

Main Responsibilities

  • Manage and maintain teams across all Centers to deliver Intake services, including New Business Intake (NBI), Anti-Money Laundering/Know Your Customer (AML/KYC) reviews, and Conflicts checks
  • Identify opportunities to create greater consistency of processes and standards across the Firm
  • Maintain high customer satisfaction levels across all stakeholder groups, including Partners, associates, secretaries, and in-market teams
  • Oversee the buildout and maintenance of Intapp as the strategic system for managing Intake data and processes
  • Provide advice, mentoring and training on compliance with relevant laws, including AML/KYC issues, NBI and Firm policies and procedures
    Ensure accurate reporting for all services and related operations
  •  Build action plans for quality and production issues identified from reporting and ongoing monitoring
  • Establish and maintain a consistent quality management system and ensure all team members receive constructive feedback, with a view to continuous improvement and excellent service delivery 
  • Develop deep and trusting relationships with center managers. Maintain regular touchpoints and performance review sessions as necessary
  • Establish a comprehensive training and skills maintenance program for all associated services
  • Manage all associated personnel and administrative matters including but not limited to resourcing, technology, and processes
  • Assist the department head with team projects and initiatives that are aligned with and contribute towards departmental objectives
  • Deploy interim solutions for business-critical needs; must have ability to quickly assess unfamiliar situations and provide remediation advice, including modifying standard processes to address issues longer term
  • Support and mentor teams to maintain high morale and offer career progression opportunities

Travel requirements

Some travel will be required to offices and centers

About The Team


The Operations Risk function provides the following services to the Firm:

  • Support strategic decision making from a risk management perspective
  • Manage the Firm's exposure to risk via the early identification of possible Conflicts of Interest, Anti-Money Laundering / Know Your Client compliance issues and employ risk mitigation strategies to minimise the Firm's exposure
  • Manage Partner compliance to the provisions outlined in the Firm's Attorney Manual
  • Manage risk connected to client contractual agreements with the Firm
  • Support the Firm's client on-boarding and matter opening process

This role will report to the Director of Professional Responsibility.

The direct reports of the role are the Team Leaders and Managers of various sub-teams.

The key relationships of this role are with the following:

  • Service Center leadership and teams
  • In-Market Business Partners
  • Finance and Services function Managers
  • Firm leadership

About The Candidate

Technical skills, qualifications and experience

  • Bachelor's degree preferred in business administration or related courses
  • Extensive operational experience in Risk or Finance ideally gained in a professional services firm
  • Operations/consulting experience in a Big 4 firm is preferred but not required
  • Strong experience across all key components of new business intake, including AML compliance, conflicts checks, new client set-up, etc.
  • Demonstrated success in driving enterprise-scale change programs, preferably for professional services organizations
  • Experience with systematic assessment of business process, inclusive of process design, improvement and controls 
  • Experience with ERP systems inclusive of best practices in core data handling and processes procedures 
  • Exceptional attention to detail and effective organizational skills
  • Excellent English verbal and written communication skills 
  • Good working knowledge of MS Office applications (e.g. Excel, Word, Outlook)
  • Ability to prioritize and handle multiple tasks to meet deadlines
  • Ability to perform at high levels in a fast paced ever-changing work environment and successfully adapt to changing priorities and work demands, including learning new skills when required
  • Strong problem solving and analytical skills
  • Ability to anticipate work needs and follow through with minimum direction, follow up on own initiative

Personal qualities

These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location. 

Know how

  • Keeps across key developments in all relevant areas and demonstrates  the ability to develop substantive authority in relation to the Firm's specialist fields 
  • Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distils a range of possibilities by thinking in a considered, prudent manner
  • Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with agility of mind and capacity for analysis and synthesis


  • Driven by a strong personal sense of integrity and upholds exemplary quality standards
  • Prepares thoroughly, takes responsibility, uses initiative and is self-reliant to ensure work progresses to the fullest extent possible
  • Hardworking and diligent with a keen understanding of client demands
  • Demonstrates composure when dealing with difficult situations

Personal Impact

  • Creates a positive impression at all times; develops relationships through collaboration and reciprocity 
  • Negotiates to achieve outcomes that are mutually satisfactory; shows good judgement on when to stand strong and when to compromise 
  • Invests in, nurtures and builds a network of productive relationships


  • Respectful to others, regardless of their position, and earns the respect of others by being transparent 
  • Has care and concern for others and a genuine interest in others as people
  • Treats delicate or confidential issues with grace and discretion

About Baker McKenzie

Baker McKenzie helps clients overcome the challenges of competing in the global economy. We solve complex legal problems across borders and practice areas. Our unique culture, developed over 65 years, enables our people to understand local markets and navigate multiple jurisdictions, working together as trusted colleagues and friends to instill confidence in our clients. This is an exciting time to join us as we invest in and further develop our Professional & Business Services organisation, providing rewarding and challenging career opportunities in all of our world-class business functions. 

We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfil their professional aspirations with us.