The Global Service Owner - Intake will 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.


  • 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

Experience Required

  • 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