CMI Team Lead

Due to continued growth we have an exciting opportunity for a CMI Team Lead to join the New Business Intake (NBI) team. This is a permanent position, based in the Bristol office on a hybrid working pattern with three days in the office.

A positive and supportive team culture is a vital part of both the Client & Matter Inception (CMI) and the wider New Business Intake Team. Working together is at the heart of everything we do. It enables us to deliver a professional, high standard of service to the business within a happy and enjoyable environment. We believe in nurturing each person's strengths, supporting them when they need it and encouraging them to progress through personal development and training.

We are progressive and ever adapting team where opinions are always valued and input is always welcome.

The main purpose of this role is to support the CMI Manager in the day-to-day management of the UK Client & Matter Inception team, ensuring high service levels and consistent delivery of all tasks associated with OC’s New Business Intake procedures.

The role focuses on workflow management, resource planning, quality assurance, training coordination and operational governance, while ensuring compliance with the SRA Code of Conduct, Anti-Money Laundering, Data Protection and other relevant legislation and regulations.

The Team Lead partners closely with Senior Officers, who primarily own urgent/complex casework and technical risk decisions, while the Team Lead drives capacity, process discipline and stakeholder coordination, through practice group engagement.

• Team leadership and workflow management:
  • Manage the distribution and prioritisation of day-to-day CMI tasks to ensure effective and efficient delivery of services, while maintaining team morale, inclusion and development.
  • Act as the initial point of contact for operational queries from the CMI team, coordinating responses and escalating to the CMI Manager as appropriate.
  • Plan capacity, rota and cross-cover; monitor intake volumes, turnaround times and backlogs; proactively rebalance workload and remove delivery blockers.
  • Coordinate multi-jurisdictional requests with international OC offices to achieve timely conflict and compliance clearances
• Partner with CMI Senior Officers, who formally sign off training completion and competency for CMI Assistants; conduct quality assurance spot checks to ensure work quality, training records and compliance are maintained.
• Partner with CMI Senior Officers to allocate and oversee the most urgent or complex requests:
  Senior Officers own the technical casework and risk positions; the Team Lead acts as incident manager, coordinating stakeholders, resolving bottlenecks and ensuring timely outcomes.
• Provide line management for a team of CMI Assistants and CMIOfficers; provide regular guidance and feedback, facilitate career development and role model OC's values
• Monitor operational and compliance risks emerging throughout the workflow; maintain a practical risk/escalation log; ensure timely escalation to the CMI Manager and Head of NBI where required.
• Champion system and process enhancements; implement continuous improvement initiatives that strengthen quality, timeliness and internal client experience.
• Business Partner with designated Operations Manager to deliver on objectives and drive adherence to CMI processes.
• Deputise for the CMI Manager when required; co-ordinate workflow allocation, triage and prioritisation, resource planning and process governance.
• Able to perform the role of a CMI Senior Officer when required, including intake review, conflict checking and analysis, initial AML triage, client/matter maintenance and ad hoc CMI processes.

As…