Client Contact Senior Manager

Lawfront (Lawfront Group Limited); Nottingham; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Lawfront Group Limited seeks a Client Contact Senior Manager to lead the matter inception function, client onboarding and compliance across the group. You will manage a 20-strong team and drive standardisation, overseeing Legl workflows while collaborating with Compliance, Risk and legal stakeholders to deliver a high-quality onboarding experience for clients and fee earners.

The role focuses on rapid progression of matters to delivery by lawyers and formalising Lawfront’s future operating model

Qualifications

• Experience managing a team within a file opening, client onboarding, matter inception, or operations function - within a professional services environment.
• Strong understanding of legal compliance processes including AML, KYC, CDD, and regulatory obligations.

Responsibilities

• Lead the matter inception and client onboarding operations and set service levels.
• Ensure regulatory compliance including AML/KYC/CDD across onboarding.
• Drive technology-enabled improvements and Legl adoption.
• Produce management information and monitor onboarding metrics.

Skills

Team Leadership

Client Onboarding

Operational Excellence

Regulatory Compliance

Tools

Legl

Job description

Why Join Lawfront?

This is an opportunity to shape and lead a critical operational function at the heart of Lawfront’s growth strategy. The successful candidate will help deliver a consistent, efficient and compliant onboarding experience across the group, while supporting the continued development of a high-performing Matter Inception Team.

Role Purpose

The Client Contact Senior Manager will lead the matter inception function of client onboarding, file opening and compliance administration across the Lawfront group. The role is responsible for ensuring that all new matters are opened efficiently, accurately, consistently and in line with regulatory requirements.

The postholder will manage a large operational team of 20, drive standardisation and best practice across multiple firms, oversee the effective use of legal onboarding technologies including Legl, and work closely with Compliance, Risk, Operations and legal stakeholders to deliver a high-quality onboarding experience for clients and fee earners.

The objective of the role is to provide an exceptional client experience in particular a rapid progress of the majority of matters to delivery by lawyers, while ensuring that critical matters are flagged for resolution.
As a senior member of the Client Contact Centre leadership team, this role will play a key part in shaping and implementing Lawfront’s future operating model for client onboarding and matter inception.

Key Responsibilities

Operational Leadership

• Manage the team to ensure matters are opened accurately, efficiently, and within agreed service levels.
• Monitor team performance, productivity, workload allocation, and capacity planning.
• Implement consistent processes and standards across all firms while recognising firm-specific requirements where necessary.
• Drive a culture of accountability, continuous improvement, and excellent client service.

Compliance and Risk Management

• Act as the operational lead for client onboarding and matter inception processes.
• Work closely with the Professional Standards, Compliance, AML, and Risk teams to define policy an process and ensure adherence with all regulatory requirements. Escalate critical issues where appropriate.
• Oversee ongoing Client Due Diligence (CDD), Know Your Client (KYC), sanctions screening, source of funds checks, and conflict checking workflows where applicable.
• Ensure onboarding procedures support regulatory compliance whilst minimising friction for clients and fee earners.
• Identify and mitigate onboarding risks through effective controls and monitoring.

Technology and Process Improvement

• Develop standard operating procedures, support system implementations and champion technology-enabled improvements that enhance both compliance and client experience.
• Lead the operational use and continuous improvement of Legl and other onboarding technologies.
• Build strong relationships with Heads of Department, Partners, Compliance teams, and senior stakeholders across the Lawfront group.
• Attend regular meetings with legal departments to review onboarding performance, challenges, and improvement opportunities.
• Act as a trusted escalation point for complex onboarding issues.

Reporting and Management Information

• Produce and present management information and performance reporting.
• Monitor key onboarding metrics including turnaround times, compliance completion rates, file opening volumes, backlog management, and service levels.
• Use data to identify trends, risks, bottlenecks, and improvement opportunities.
• Provide regular updates to the Head of Client Contact Centre and senior leadership teams.

Skills and Experience

• Experience managing a team within a file opening, client onboarding, matter inception, or operations function - within a professional services environment.
• Strong understanding of legal compliance processes including AML, KYC, CDD, and regulatory obligations.

Marketing and BD - Client Contact Centre