Client & Matter Inception (CMI) Operations Manager
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (31.0%).
Occupation Type
Marketing and commercial managers
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£50,100
(£25.69 per hour)
Occupation rate applies
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Description
Role profile
We have a brand new opportunity for a Client & Matter Inception (CMI) Operations Manager to join our Risk & Compliance function, in a full time, permanent role based out of our Bristol office working to a hybrid working arrangement.
Our business services professionals play a vital role in enabling our lawyers to deliver a high-quality, efficient service to our clients. The Client & Matter Inception (CMI) and AML teams are central to that, ensuring the firm’s client onboarding and matter inception processes are efficient, compliant and aligned with our risk appetite and commercial objectives.
The opportunity
The CMI Operations Manager is responsible for leading and optimising the firm's client onboarding and matter inception processes. The role ensures that all new clients and matters are opened efficiently, accurately and in full compliance with regulatory, risk and internal policy requirements (including AML, KYC, sanctions, conflicts and credit checks).
You will act as operational lead for CMI; set operational standards, drive policy and process governance, and lead data-driven improvement and change – working closely with legal, finance, risk and technology stakeholders to deliver a consistent, tech-enabled, high quality service to the firm and its clients.
You will work closely with colleagues across the CMI and AML Department (including the Director of Risk & Compliance) and with all fee-earners across all UK and international OC offices, to support the delivery of a professional, high standard of service to the business.
Key Responsibilities
Operational leadership and service delivery
We have a brand new opportunity for a Client & Matter Inception (CMI) Operations Manager to join our Risk & Compliance function, in a full time, permanent role based out of our Bristol office working to a hybrid working arrangement.
Our business services professionals play a vital role in enabling our lawyers to deliver a high-quality, efficient service to our clients. The Client & Matter Inception (CMI) and AML teams are central to that, ensuring the firm’s client onboarding and matter inception processes are efficient, compliant and aligned with our risk appetite and commercial objectives.
The opportunity
The CMI Operations Manager is responsible for leading and optimising the firm's client onboarding and matter inception processes. The role ensures that all new clients and matters are opened efficiently, accurately and in full compliance with regulatory, risk and internal policy requirements (including AML, KYC, sanctions, conflicts and credit checks).
You will act as operational lead for CMI; set operational standards, drive policy and process governance, and lead data-driven improvement and change – working closely with legal, finance, risk and technology stakeholders to deliver a consistent, tech-enabled, high quality service to the firm and its clients.
You will work closely with colleagues across the CMI and AML Department (including the Director of Risk & Compliance) and with all fee-earners across all UK and international OC offices, to support the delivery of a professional, high standard of service to the business.
Key Responsibilities
Operational leadership and service delivery
- Own and manage the end-to-end client onboarding and matter inception process on a day to day basis.
- Ensure timely, accurate and compliant opening of all client matters in accordance with firm policies and external regulatory requirements.
- Embed and maintain robust controls across all CMI activities, including KYC/AML, sanctions checks, conflicts checks and matter classification.
- Work closely with Legal Counsel to ensure processes reflect current regulatory requirements and firm risk appetite.
- Identify control gaps and implement practical solutions to reduce operational, regulatory and reputational risk.
- Support internal and external audits relating to business acceptance, providing accurate information and implementing agreed recommendations.
- Ensure consistent application of policies across offices/practice groups and highlight deviations or risks.
- Review and assess CMI processes, workflows and systems to identify opportunities for simplification, standardisation and automation.
- Lead and support change initiatives and projects (e.g. new systems, process redesign, data quality improvements) relevant to client matter inception and matter opening.
- Work with IT and external vendors to optimise the use of relevant systems (e.g. practice management systems, intake/workflow tools, risk systems).
- Develop and track key performance indicators (KPIs) and management information (MI), using data to drive decision‑making and improvements.
- Promote best practice and share lessons learned across offices and support functions.
- Build strong working relationships with Partners, fee‑earners, PA/secretarial teams and support functions to understand requirements and manage expectations.
- Own the CMI policy framework and procedural documentation; ensure they remain compliant, current and consistently applied.
- Produce regular MI and reporting on volumes, SLAs, quality, exceptions, risk indicators and resource utilisation for senior management and Risk & Compliance.
- Escalate significant operational or risk issues promptly, with clear analysis and recommended actions.
- Contribute operational insight to the development and implementation of the firm’s wider risk, business acceptance and operational strategies.
You will need to have significant experience working in a similar CMI or R&C role within a professional services environment. As such, we are expecting the successful individual to be able to demonstrate a deep understanding of conflicts of interest in a legal/regulatory context and strong familiarity with relevant professional conduct rules (e.g. SRA Standards & Regulations and/or applicable local bar rules).
You'll also need to have a proven track record in handling complex, , multi-jurisdictional conflicts and providing clear, well-reasoned recommendations. In addition, we'll also expect you to be comfortable working with data and MI to identify trends and issues and therefore a confident user of practice management systems and conflicts/search databases.
More Specifically We Will Be Looking For
Client centric approach
Strong client service mindset and professionalism; effective in a global, multicultural environment with the ability to influence and build trusted relationships at all levels.
Commerciality
Strong understanding of the commercial context of a global law firm; able to balance risk management with client service and pragmatic delivery.
Communication
Delivers clear, concise and actionable advice; able to constructively challenge and probe for the right information.
Use of technology
Leads the adoption and effective use of technology within the team to improve quality, efficiency and consistency of service. Identifies and prioritises high‑value AI/automation opportunities, ensuring appropriate safeguards for confidentiality, regulatory compliance and professional standards. Partners with IT/innovation teams to design and roll out new tools and data-driven workflows.
Strategic mindset
Thinks and operates at a strategic level, linking operational decisions to firm-wide goals, client strategy, risk appetite and profitability. Uses structured, critical analysis to navigate complexity and ambiguity, balancing legal, regulatory, operational, commercial and reputational considerations. Anticipates medium‑ to long‑term implications of decisions, sets clear priorities, and provides senior stakeholders with concise options, recommendations and rationale.
Continuous improvement
Drives a culture of continuous improvement, setting expectations and standards for more efficient, consistent and risk-aware ways of working. Proactively reviews processes and controls, using data and stakeholder feedback to identify issues and implement practical, scalable improvements. Leads change initiatives from design through to implementation, engaging stakeholders, managing resistance and ensuring sustainable adoption across teams and offices.
Decision making
Exercises sound judgement and makes timely, independent decisions; remains calm under pressure and in challenging situations. Clear understanding of escalation thresholds; able to own decisions within policy and recommend well-reasoned exceptions.
Management
Communication
Delivers clear, concise and actionable advice; able to constructively challenge and probe for the right information.
Use of technology
Leads the adoption and effective use of technology within the team to improve quality, efficiency and consistency of service. Identifies and prioritises high‑value AI/automation opportunities, ensuring appropriate safeguards for confidentiality, regulatory compliance and professional standards. Partners with IT/innovation teams to design and roll out new tools and data-driven workflows.
Strategic mindset
Thinks and operates at a strategic level, linking operational decisions to firm-wide goals, client strategy, risk appetite and profitability. Uses structured, critical analysis to navigate complexity and ambiguity, balancing legal, regulatory, operational, commercial and reputational considerations. Anticipates medium‑ to long‑term implications of decisions, sets clear priorities, and provides senior stakeholders with concise options, recommendations and rationale.
Continuous improvement
Drives a culture of continuous improvement, setting expectations and standards for more efficient, consistent and risk-aware ways of working. Proactively reviews processes and controls, using data and stakeholder feedback to identify issues and implement practical, scalable improvements. Leads change initiatives from design through to implementation, engaging stakeholders, managing resistance and ensuring sustainable adoption across teams and offices.
Decision making
Exercises sound judgement and makes timely, independent decisions; remains calm under pressure and in challenging situations. Clear understanding of escalation thresholds; able to own decisions within policy and recommend well-reasoned exceptions.
Management
Strong delegation and supervision skills; able to lead a team effectively and maintain momentum even with repetitive tasks.
Career and development
Committed to the development of others; provides feedback, mentoring and knowledge-sharing; sets and maintains quality standards and role-models OC values.
Salary And Benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.
About Us
Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.
At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.
Career and development
Committed to the development of others; provides feedback, mentoring and knowledge-sharing; sets and maintains quality standards and role-models OC values.
Salary And Benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.
About Us
Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.
At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.
- Services in India are provided by a relationship firm