Description

The Global Client Pursuits (GCP) team's adoption of ServiceNow requires us to put an intake/workflow management team in place to acknowledge and assign all incoming requests for Pitch and Proposal Support.

This team is responsible for a high level of assessment of the opportunity, in collaboration with Requesters, (through the use of Firm data and research tools), assignment and case management.

The team is expected to be very client service oriented which requires them to be knowledgeable about the Firm and its PGs/IGs/clients and service lines, pitch processes, and the needs of our internal stakeholders and collaborators.

The team lead is necessary to oversee the intake/workflow function and to ensure all agreed processes are being followed by all team members, and to suggest and help implement continuous improvements to those processes.

Responsibilities

  • Offer a dedicated first point of contact for Requesters that handles all requests and directs to the most appropriate fulfiller
  • In collaboration with Requesters, provide a high level of assessment for incoming requests
  • Serve as a point of contact should the Requester have any issues throughout the process
  • Assist in the improvement of quality within the service by undertaking quality assurance reviews and ensures a quality mechanism is in place
  • Ensure delivery of excellent customer service through fast and accurate processing of Pitch and Proposal Support requests through ServiceNow
  • Manage a small team of Intake Specialists, oversee the intake/workflow function and ensure all agreed processes are being followed by all team members
  • Provide regular reporting and engage in process improvement activities and other special projects as directed by the Senior Manager - GCP, Strategy & Training
  • Ensure consistency of messaging, recording and reporting
  • Assist in creating various training programs to communicate intake processes and best practices
  • Minimize the burden of assignments on GCP Regional Leads by understanding the requests and how they should be addressed
  • Ensure capture of final records and documents for reporting purposes and confirm that all new/useful content and best practices have been captured and shared for team future use

Experience Required

  • Bachelor's degree or equivalent relevant work experience
  • Pitch production, writing and editing experience
  • Outstanding written and verbal skills; fluent written and spoken English
  • Relevant experience in BD/communications in professional services with strong knowledge of legal service RFP requests and direct experience in proposal development
  • Organization, project management, and ability to handle multiple projects on tight deadlines simultaneously
  • Interpersonal skills to work/lead in remote teams of GCP, BD/marketing professionals, and other Firm PBS functions
  • Highly empathetic with a client service focus, and a flexible, can-do attitude; motivated and enthusiastic; personal drive and energy
  • Excellent negotiation and problem solving skills
  • Strong analytical and reporting skills
  • High degree of professionalism
  • Strong sense of urgency, follow-through and attention to detail
  • Ability to build and maintain strong relationships with stakeholders
  • Experience managing small teams