The Global Service Owner - Conflicts Management will be responsible for all operationally related aspects of the Conflicts Management Service and processes, including strategic development of initiatives to manage conflicts risk for the firm, compliance with ABA rules, service delivery in line with agreed KPIs and SLAs and oversight of the conflicts management teams based in the Firm's global service centers etc. This role is critical in managing the Firm's overall risk profile as well as supporting the needs of downstream processes such as AML, Intake, billing, e-billing, and collections.


  • Manage and maintain teams across all Centers to deliver Conflicts Management Service
  • 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 enhancement and maintenance of the conflicts module within Intapp as the strategic system for managing conflicts data and processes
  • Provide advice, mentoring and training on compliance with relevant conflicts related policies, NBI and Firm policies and procedures
  • Ensure accurate reporting for the Conflicts Management Service
  • 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 and team leads. Maintain regular touchpoints and performance review sessions as necessary
  • Establish a comprehensive training and skills maintenance program for the Conflicts Management teams
  • 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

Skills and Experience:

  • Bachelor's degree preferred in business administration or related courses
  • Extensive operational experience in Conflicts and Risk ideally gained in a professional services firm
  • Extensive functional knowledge of Conflicts and compliance to ABA rules
  • Operations experience in a Big 4 firm is preferred but not required
  • Experience with systematic assessment of business process, inclusive of process design, improvement and controls 
  • 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