Current job openings

New Business Intake (NBI) Global Process Owner

Posted: Thursday, October 22, 2020 Full-Time


The NBI Global Process Owner (GPO) is a newly established role that is responsible for the end to end strategic design, implementation and operational delivery of the Conflicts, AML/KYC, Client Due Diligence, Matter Intake and Contract Management processes. This role has a dual reporting line to Global Compliance and Group Finance Operations.

Responsibilities include but are not limited to:

  • Collaborate with the global and regional Compliance and Risk Management leadership to design a set of standard global processes (including standard Matter Intake form) and supporting technology that are in-line with the jurisdictional/ regulatory requirements and professional conduct policies, while meeting the stakeholder needs and mitigating the business risk associated with the NBI processes
  • Collaborate with the regional and group Finance leadership to ensure intake processes are compliant with the client financial contractual terms of engagement and that the right information is gathered to enable matters to be billed efficiently
  • Create enterprise-level NBI policies, procedures, RACIs, KPIs, workforce planning, governance and interaction models etc., and their consistent application across regions
  • Collaborate with internal IT and external vendors to ensure that business requirements are translated appropriately into future-orientated technology solutions
  • Establish a team in a Shared Service Center to provide support for the NBI processes
  • Pilot and implement the standard NBI processes across regions to deliver consistent services to stakeholders
  • Refine and adopt the NBI strategy in line with industry and firm requirements
  • Ensure the consistent operational delivery of the end to end NBI processes with regard to new and existing client work
  • Lead technical NBI escalations and issue resolution and work with the Global Head of Compliance and regional Compliance leadership on risk escalations
  • Monitor the effectiveness of the processes to support ethical walls and client data confidentiality
  • Manage operational efficiency and allocation of resources across the NBI processes
  • Work with the regions and Shared Service Center to ensure teams are performing efficiently and effectively in line with defined controls and performance metrics (KPIs, SLAs, etc.) to measure services delivery
  • Prioritize enhancements for the intake, contracts and conflicts systems and contribute to the systems roadmap in collaboration with the Intapp Applications Lead, in order to provide long term support for the related processes
  • Work with other GPOs to define the standard reporting necessary to provide regular reporting on the functions’ operations to the key stakeholders
  • Lead the continuous improvement of the NBI processes and performance management through benchmarking and keeping current with best practices, new technologies and approaches
  • Act as a change agent to lead a culture of self-assessment and ensure frequent review and updates to process, policy and procedure documentation
  • Lead NBI transformation projects, including business case development, leadership approval, design and implementation of new tools and technologies
  • On a regular basis, review, refine and enhance all SLAs and KPIs relating to the NBI process area, and imbed and monitor performance-related metrics proactively, ensuring high performance
  • Ensure that changes are communicated and training given to the right target audience/ user base
  • Ensure process documentation, including standard operating procedures and training materials, are accurately maintained
  • Review and sign off changes to the processes with appropriate senior engagement as required

Other duties

Please note this job description does not cover or contain all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


  • Bachelor degree in a business field
  • MBA or JD is highly desired
  • 10+ years of experience in in the fields of Business Intake, Anti-Money Laundering (AML), Client Due Diligence (CDD), Risk Management or similar field in a multi-national professional services organization or law firm. Financial services or banking industries are also acceptable
  • Familiarity with SAP or other ERP system is preferred but nor required
  • Previous experience with Shared Service Centers or Business Process Outsourcers preferred
  • Proficient in Microsoft Office Suite
  • Advanced user of Intapp legal practice management products (Intake, Conflicts, Walls, Terms)
  • Advanced project management skills and working knowledge of continuous process improvement methodologies
  • Occasional travel may be required


  • Exceptional communication skills
  • Strong consensus-building skills
  • Exerts confidence and credibility
  • Comfortable in challenging the status quo
  • Cross-functional/ geographic relationship, team and process management
  • Expert stakeholder management skills
  • Ability to drive change and influence outcomes

Equal Employment Opportunity/M/F/disability/protected veteran status