Intake Supervisor

Location: BGC, Taguig
Benefits: HMO
Contract: 6-12 months (extension will depend on the performance or business needs)
Work Schedule: Monday to Friday / Morning Shift

The Intake Supervisor will effectively supervise the New Business Intake (NBI) team and operations; provide an efficient and effective service to In-Market personnel, including Firm Partners and offices when opening new and existing client registrations and matters; guide Partners to ensure compliance with ethical and legal duties to avoid conflicts of interest and in meeting professional responsibility obligations.

Responsibilities:

• Provide support to the Firm, Partners, and offices about the new business intake and maintenance processes, mitigating risk exposure of the firm to client onboarding and matter opening
• Supervise the New Business Intake Tampa team including daily assignment of work, ensuring all NBI checks are completed by the team for matter opening and maintenance processes, and coordinating daily handovers with global center team peers
• Supervise team performance to service KPIs and Service Level agreements, ensuring all requests are reviewed and processed by the team within the agreed 2 business day service level agreement
• Provide feedback on office performance to key in-market stakeholders to ensure the quality of submissions meets the target 95% Right First Time Intake requirements and drive engagement to improve performance where requiredPerformance Management responsibilities are an important aspect of the role; hold regular one-to-one meetings with team members and be responsible for performance planning and management; work with peers and the Service Owner to ensure objectives, benchmarks, and performance expectations are aligned across the department and are consistently applied
• Responsible for the training and development of their team
• Support Coordinators and Analysts in their roles and drive departmental performance and success through technical and critical skills training; identify training needs and work with Analysts to ensure they have the training and support required to perform competently in their roles

Skills and experience:

• Bachelor's Degree in any field

• 4-5 years and up of relevant leadership experience

• Customer service/client focus experience

• Exceptional problem-solving, critical thinking, and analytical skills

• Excellent time management and organizational skills

• Proven ability to multi-task and work well under pressure, prioritize workloads, and work to tight deadlines

• Highly self-motivated and proactive approach