Senior Manager - Client Operations & Risk Management

Who We Are:

Aird & Berlis LLP is a prominent Canadian business law firm located in the heart of Toronto’s and Vancouver’s financial districts. With over 250 lawyers, business advisors and patent agents, we serve clients across Canada and globally.

What We Believe In:

The firm is committed to ensuring that all members of the Aird & Berlis LLP community feel valued, respected and supported. We are a dedicated group of diverse individuals who care about each other, the work we produce and the client service we provide. We go to great lengths to foster a professional, supportive environment for all firm members so you can focus on the important things: client service, your career and your life.

What We Are Looking For:

Aird & Berlis LLP is looking for a Senior Manager, Client Operations and Risk Management, who will be pivotal to providing senior leadership in overseeing a team in onboarding and offboarding processes of clients, manage client operations, and ensure effective risk management. This role requires a combination of conflicts knowledge, project management, persuasive stakeholder management, leadership in innovative process excellence, change management and training initiatives designed to improve awareness, compliance, consistency and efficiency of all procedures.

The ideal candidate should demonstrate good judgement, communication, leadership, strong relationship management skills, and a change management mindset. The successful individual will be working with a well established team of professionals, ensuring seamless client service delivery and compliance with firm policies. The position is best suited for an individual who demonstrates a self-starter leadership mindset, strong technical ability, and is a strategic thinker.

Key Skills & Characteristics:

• Judgement - Ability to have good judgement and be resourceful to ascertain new opportunities and solutions with minimal guidance, and know when to consult others when necessary
• Communication - Influential in communication with all stakeholders and demonstrate appropriate confidence in making decisions
• Leadership - Provide high level leadership qualities and skills with a sense of calm to forge positive relationships with Partners, Directors and Chiefs and be integral to achieve firm goals
• Relationship Building – Establishing collaborative working relationships with the focus on the Professionals
• Mentorship – Able to foster a nurturing and skill-building environment among the team and create strength and growth opportunities among the team

Responsibilities:

• Onboarding and Offboarding:
  • Onboarding:
    • Lead discussions with incoming lawyers regarding file transfers, conflict checks, and special billing requirements
    • Coordinate conflict clearances with the firm’s Conflicts Committee Chair for conflict clearances and liaise with lawyers on potential issues, and manage special billing needs
    • Oversee the setup of files, including firewall requirements for past work, specialty files, directorships, and pro bono files
    • Provide instructions for file setups and be a central point of contact for incoming lawyers during their initial months

• Offboarding:
  • Define and oversee the offboarding process, including executing steps in the firm’s departing lawyer package which include: WIP, trust, and A/R management, undertakings, file transfers, and electronic document sharing
  • Ensure all necessary procedures are followed for departing lawyers, including final docket postings and email contacts

• Client Matter File (CMF) Approvals:
  • Address daily inquiries, investigate issues, and resolve challenges related to CMF approvals
  • Manage service levels with respect to timely and accurate processing of CMF requests
  • Support and lead, a well established team of 13 conflict checking and file opening professionals and responding to queries such as; engagement letters, rates, discount authorizations, standard term changes and manage overall client operations policies and protocols

• Ebilling and Client Onboarding:
  • Review and respond to client questionnaires and outside counsel guidelines, facilitating responses and negotiating terms with clients
  • Oversee the onboarding process for new clients, ensuring compliance with firm policies and procedures
  • Oversee the ebilling team to manage client, matter, timekeeper, and rate setup in various ebilling platforms. The ebilling team’s mandate also includes working with the internal billing team to submit invoices to various ebilling platforms

• Rate Management:
  • Oversee the firm’s annual client rate renewal process
  • Prepare and review spreadsheets for rate notifications, ensuring accuracy and completeness
  • Coordinate with stakeholders (partners, clients, etc.) to finalize rates and manage the approval process

• Client and Lawyer Support:
  • Provide guidance on client/file setup, discount scenarios, and staffing
  • Manage internal lawyer personal files, ensuring compliance with firm policies
  • Resolve matter credit disputes and mediate resolutions between parties

• Team Leadership and Development:
  • Lead and mentor a team of 13 professionals, providing training, guidance and support to ensure high performance
  • Lead regular team meetings, recruiting activities, performance reviews, and professional development sessions
  • Foster a collaborative and inclusive team environment

• Risk Management:
  • Identify and mitigate risks related to client operations and file management
  • Works closely with General Counsel and the Conflicts Committee, regarding Lateral hires and all things regulatory including Outside Council Guidelines (OCG) and client onboarding questionnaires.
  • Ensure compliance with firm policies and regulatory requirements

• Additional Responsibilities:
  • Support various projects and initiatives as requested by the Executive Committee, Chief Operating Officer, Chief Financial Officer, or other senior leadership

Requirements:

• Bachelor's degree in Business Administration, Law, or a related field
• Minimum of 10 years of experience in client operations, risk management, or a related area
• Proficiency in legal practice financial management software (e.g. ADERANT)
• Proven leadership and mentorship experience in managing a team of 13
• Flexible to work over time as required
• Handle time pressure situations and stress of multiple shifting demands
• Proven ability to evolve operational processes and lead the implementation of technology
• The ability to be prioritize and be adaptable to the changing demands of the job

Skills:

• Microsoft Office 365 suite of applications
• Demonstrated leadership of a hybrid team
• Thrives in dynamic environments with minimal guidance and oversight
• Strong verbal and written communication
• Ability to problem solve, remain calm and always professional even during heavy workload
• Works independently
• Produce the highest quality of work
• Accountable for all work assigned to them and the team
• Takes initiative
• Confidential
• Good judgement and decision making
• Strong interpersonal skills without being unduly influenced
• Client management expertise without compromising on standards
• Organized
• Resourceful
• Detailed

Why You Should Apply:

• Opportunities to guide a critical team, providing exposure to diverse challenges and continued skill development
• Competitive compensation and benefits package
• We pride ourselves on being a mid-sized firm with a family feel
• Active involvement in our community with opportunities to volunteer
• Mentor program
• Wellness programs

Any offer of employment will be conditional upon a criminal background check. 

We will review applications as they are received and all applications will be kept on file. Only those candidates selected for an interview will be contacted.

Aird & Berlis LLP is committed to providing equal access to employment. If you require accommodation, please contact Cynthia Kelly ([email protected]) and we will work with you to provide accessibility support.