Client Operations Services Manager

2 weeks ago

Boston, Massachusetts, United States Ropes & Gray Full time
About Ropes & Gray

Ropes & Gray is a leading global law firm with a strong presence in major business centers worldwide. Our firm has been consistently ranked among the top law firms globally, with a reputation for excellence in various practice areas.

Job Summary

We are seeking a highly skilled Client Operations Services Manager to join our team. The successful candidate will be responsible for providing guidance on matter management best practices and tools, ensuring that client relationships are supported and matters are executed efficiently.

Key Responsibilities
  1. Develop a strong understanding of one or more of the firm's practices, including its strategic priorities, areas of legal focus, major clients, and challenges.
  2. Lead client relationship and practice group support, collaborating with lawyers and support staff to align support and service delivery with practice priorities.
  3. Collaborate with partners who lead client relationships and with clients' legal department staff to design and implement processes and tools that address clients' priorities and enhance the client relationship.
  4. Develop, maintain, and enhance a portfolio of practice-specific resources to help lawyers identify and communicate to clients the cost and scope of legal work, spot risks for cost overruns, monitor run rate, and leverage the firm's technology and knowledge resources to optimize legal service delivery.
  5. Apply and advocate for legal project management best practices, including scoping, budgeting, progress reporting, team and client communication, and efficiency.
  6. Establish and partner with a network of peers in Finance, Business Development, Practice Development, Knowledge Management, and other staff support teams to design and deliver innovative solutions to lawyers and clients and facilitate process improvement.
  7. Use team technology platforms and apply effective data storytelling techniques to help attorneys optimize matter management and answer clients' questions, analyzing financial metrics and data to raise issues and make recommendations to lawyers.
Requirements
  1. Maintain strict confidentiality of the firm's internal and personnel affairs and client information, understanding the ethics of the position, including rules of legal ethics regarding confidentiality, billing, and client representation and advocacy.
  2. Build relationships, influence, and foster a collaborative approach with internal clients across practice groups and with all departments and levels of the organization.
  3. Effectively convey solutions to stakeholders, explaining results within a legal project management framework and achieving buy-in from legal teams.
  4. Work effectively in a multi-office environment and a culturally and educationally diverse environment.
  5. Be flexible to meet the demands of working at a global law firm and available for travel.
  6. Hold a Bachelor's degree, with a J.D. or MBA preferred.
  7. Have at least 7 years of experience working in a law firm, corporate legal department, financial institution, or other large complex organization, with professional services experience preferred.
  8. Exhibit exceptional client service orientation with financial acumen.
  9. Demonstrate experience in leading teams and creative problem-solving, including strong business analytics, critical thinking, trouble-shooting, problem-solving, and project management skills.
Compensation and Total Rewards Package

Ropes & Gray offers a comprehensive Total Rewards package to our business support team members, including comprehensive health and well-being benefits, personal and professional development, career growth opportunities, and a collegial and supportive culture.

The anticipated pay range for this role is $122,500 - $184,000 (NY and LA), $128,500 - $193,000 (SF), and $117,000 - $175,000 (Boston), with a discretionary bonus based on performance.

Working Conditions

This position requires hybrid on-site presence as an essential function of the role, with consistent and predictable on-site presence required for ongoing business continuity, professional development, and effective collaboration with colleagues and management.

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