Client Onboarding Manager

Why join us?

DWF are currently looking for a Head of Client Onboarding who will be responsible for the

management of the end to end process for onboarding key clients and major contract renewals. The

Client Onboarding Manager will have responsibility for coordinating and managing the end to end on

boarding process ensuring a consistent process is followed, managing risk, resolving issues as they

arise and working with the Client Relationship Partner to support key on boarding decisions. The Client

Onboarding Manager will partner with operational and business support delivery leads in order to

ensure all on boarding deliverables are met.

This role would suit candidates in the North West as it be a Hybrid model with monthly meets in the

Manchester office.

Responsibilities

Responsibilities:

• Manage the client onboarding process in order to manage transition into DWF, securing appropriate resources from operational and business support teams as required and ensuring governance is in place from onboarding through to close and hand over the client to the Client Relationship Partner (CRP) at the end of the each client onboarding programme;
• Working with the CRP, to serve as the main point of contact for the key client and contract renewal
• onboarding programme;
• Work with the Head of Client Onboarding to establish a client onboarding process and programme
• that is efficient and effective, ensuring it is consistent in its application;
• Ensure implementation of established best practice tools and execution of processes needed to
• manage on boarding successfully to conclusion;
• Foster collaboration in the onboarding and change of client relationships and ensuring the
• appropriate deployment/co-ordination of DWF resources;;
• Ensure that all internal DWF Group stakeholders are engaged and that communication is flowing freely and effectively amongst the parties;
• Liaise with the client direct where appropriate to clarify any areas where it will impact client onboarding;
• Work with the Head of Onboarding to establish a client onboarding playbook for the wider business to support the onboarding process for smaller clients where the client would not be supported by the central onboarding programme. Advise and guide where there are queries on smaller clients;
• Review and ensure continuous improvement is undertaken on the onboarding process, promptly seeking to resolve any issues often to tight timescales, finding solutions and looking for opportunities to improve internal efficiencies where possible;
• Act as co-ordinator of sometimes very varied groups of stakeholders, to ensure the client onboarding activities are a joined up approach as a whole, regardless of the wide ranging nature of the services being provided;
• Acting as a key focus for managing governance aspects of the client onboarding process, and using systems in place to co-ordinate clear documentation, manage processes and maintain records relating to the process;
• Line manage a team of supporting staff;
• Coordinate and facilitate the centralisation of DWF contracts.
  
  

What will help you succeed in this role?

Essential

• Strong project management skills including process orientation, reporting, resource management
• and budgeting;
• Experience of project management across a range of different clients and/or service provision;
• Experience: 4 - 7 years of business or legal experience desirable;
• Strong communication; influencing and engagement skills, both verbal and written and the ability
• to tailor style and content accordingly;
  
  

Desirable

• Strong organisation skills;
• Strong commercial and financial acumen;
• Analytical and able to understand contract requirements;
• Proactive and takes ownership of actions and drives others on in a collaborative way;
• Passionate about exceeding customer expectations and improving service levels;
• Ability to multi-task, delegate and direct complex work and prioritise effectively within very tight
• delivery timescales;
  
  

What we offer?

At DWF, we deeply appreciate the significance of offering a comprehensive rewards package that extends beyond a basic salary. Our commitment is to ensure that each member of our team not only feels valued but is also duly rewarded throughout their tenure with us. Upon joining our organisation, you will have the opportunity to select from a diverse array of benefits, allowing you to carefully tailor a package that perfectly aligns with your individual needs and those of your family. In addition to our standard benefits, we offer a wide range of flexible benefits and robust well-being programs.

 

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

About Us

DWF is a leading global provider of integrated legal and business services. Our approach delivers

efficiency, price certainty and transparency for our clients across the world without compromising on

quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and

communities and we foster a culture that places our colleagues at the centre of all that we do.