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Business Intake Supervisor - Services

Job ID: 4601

Updated: Jun 6, 2018

Location: Chicago, IL, United States

Category: Conflicts Docket/Records Mgmt


About Kirkland & Ellis

Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms.  Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.

Essential Job Functions

The Business Intake Supervisor - Services is responsible for the oversight of all aspects of the duties of the dedicated Services team including initial review of all new client, new matter, revision, and conflicts searches using the Firm’s automated business intake system. The Business Intake Supervisor - Services is responsible for the day-to-day operations of the Services team including customer support, initial review of all business intake, external customer training, and projects.  The major focus of the position will be quality of outcomes, timely completion of requests, workflow analysis/adjustments, and exceptional customer service.  This position reports to the Business Intake Manager and is subject to the needs that may arise in aiding the Firm’s Office of the General Counsel, Risk Management, and the business intake and conflicts area in general.

The Business Intake Supervisor - Services has these core responsibilities:

  • Under the direction of the Office of the General Counsel and Risk Management leadership, ensure the activities of the Business Intake - Services team align with the Firm’s risk management policies and goals, utilize industry best practices, and assist the Firm attorneys in adhering to the business rules set forth by the Firm.
  • Maintain high standard for customer service and quality control.
  • Deliver prompt results that take into account the unique needs of the attorneys and staff.
  • Oversee issues related to staff hiring, personnel coaching and improvement, and termination.
  • Coordinate and deliver training programs for staff, including quality assurance protocols.
  • Review complicated and sensitive business intake customer support issues and escalate appropriately for resolution.
  • Work closely with the Business Intake - Acceptance supervisor, Business Intake Manager and conflicts team to ensure coordination of systems, workflow and outcomes.
  • Develop strong working relationships with attorneys, legal support staff and staff in other Firm administrative departments.

ESSENTIAL JOB FUNCTIONS

  • Assist attorneys and staff in the initiation of potential new business and modifications to existing clients and matters through the Firm’s automated business intake system.
  • Supervise and participate in the review of all communications sent to the team via email or the firm-wide customer support line.
  • Supervise daily department workflow to ensure timely completion of department responsibilities including reviewing for accuracy, thoroughness and completeness.
  • Assist with development and delivery of all training to external customers (e.g. attorneys, secretaries, and administrative staff) on the business rules, applications, processes, and policies associated with business intake.
  • Update and ensure accuracy of all process and procedure documentation related to the Business Intake - Services team.
  • Update and ensure accuracy of all materials on the Department’s internal and external SharePoint sites, including Excel lists and subsequent supportive documents.
  • Recommend technology and process improvements.
  • In conjunction with the other Business Intake Supervisors and Business Intake Manager, identify staffing needs for the dedicated business intake team, including new positions, new hires, and terminations.
  • Oversee, assist and support team’s performance in all routine and complex functions that support the activities of the department, including but not limited to new business intake systems, review of firm-wide announcements, information barrier maintenance, attorney web bio updates, engagement letter management, SharePoint sites, and all department-wide administrative duties.
  • Be available for urgent and confidential situations, including evenings and weekends. Be available 24/7 via mobile device.
  • Work together with department management to deliver quarterly, annual and ad hoc, performance, management, statistical, and other reports.
  • Other duties as assigned.

Qualifications & Requirements

The ideal candidate will possess five to seven years of related experience, including conflicts searching or similar process management/risk management experience.  Must have the ability to prioritize and handle multiple projects at once while meeting deadlines and working in a fast paced environment with minimal supervision. Four year college degree required. Advanced degree, J.D. or M.B.A. preferred. Candidate must have strong organizational skills; must possess exceptional writing and oral communication skills; strict attention to detail; and possess strong interpersonal skills. Studies in areas directly applicable to the duties described above (e.g. business administration, project management, management, paralegal/legal assistant, finance) desirable but not required depending upon other professional and educational experience. Previous supervisory experience and demonstrated leadership abilities is a plus.

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.

Closing Statement

The www.kirkland.com job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.

 
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