The job, in the employer's words
Harbor is seeking a Team Lead of Conflicts Managed Services to join our dynamic team. The Team Lead leads Harbor’s conflicts managed services practice across clients, with responsibility for delivery, client relationships, team development, and business performance. Reporting to the Managing Director, this leader will help build a scalable service model and shape how Harbor modernizes conflicts work through better processes and technology. As an early leader in the practice, the Manager will have room to shape its model and grow with the business.
The role oversees client engagement leads and maintains consistent standards across the portfolio. Harbor conducts conflicts research and flags potential issues for client review; each client retains responsibility for conflict decisions and clearance. This is a 100% remote position that can be worked from anywhere in the US.
Roles and Responsibilities:
Client Engagement & Growth
- Oversee service quality, client communication, escalations, and delivery against each client’s requirements.
- Build trusted client relationships and participate in discovery, sales calls, proposals, onboarding, and service reviews.
- Identify opportunities to improve or expand services, working with Harbor leadership and subject-matter experts.
Service Delivery & Modernization
- Set delivery standards, quality controls, reporting, and performance measures across client teams.
- Bring strong working knowledge of Intapp Conflicts and guide process improvement, platform use, and modernization.
- Develop practical uses of automation for research, triage, and routing, with appropriate testing and oversight.
People & Practice Economics
- Lead and develop engagement managers and supervisors; support hiring, coaching, performance management, and succession.
- Plan staffing and capacity across clients, balancing demand, skills, coverage, utilization, and cost.
- Partner with the Managing Director on budgets, forecasts, client economics, and the evolving pricing model.
Strategic Execution
- Build repeatable practices that support growth across multiple firms while accommodating client-specific workflows.
- Use service and financial data to identify risks, improve performance, and inform business decisions.
- Represent the conflicts practice across Harbor and contribute to a measured, multi-year modernization roadmap.
Success Metrics
- Delivery quality, turnaround, and adherence to client service commitments.
- Client satisfaction, retention, and well-founded service expansion.
- Team readiness, engagement, capacity, and development.
- Practice performance, including utilization, cost, margin, and progress on process improvement.
Qualifications:
Experience
- Typically 8+ years of progressively responsible conflicts experience in a law firm or professional services environment.
- Hands-on proficiency with Intapp Conflicts and experience leading conflicts workflows and complex escalations.
- Experience managing and developing teams and improving operational processes.
Capabilities
- Strong client-service skills and confidence working across different firm cultures and stakeholder groups.
- Commercial and financial acumen, including staffing, forecasting, utilization, and profitability.
- Ability to modernize processes and apply technology thoughtfully; a builder’s mindset suited to a growing service line.
Preferred Qualifications
- Experience with conflicts operations at more than one firm.
- Participation in a conflicts modernization, platform implementation, process redesign, or automation effort.
- Client-facing experience in consulting, legal technology, or another multi-client service environment.
About Us:
Harbor is the preeminent provider of expert services across strategy, legal technology, operations, and intelligence. Our globally integrated team of 900+ strategists, technologists, and specialists navigate alongside our clients – leading law firms, corporations, and their law departments – to provide essential resources and invaluable insights. Anchored in a rich heritage of deep knowledge, steadfast relationships, and mutual respect, our unwavering dedication lies in shaping the future of the legal industry and fostering enduring partnerships within our community and ecosystem.
Harbor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.
Requirements mentioned
- Experience with conflicts operations at more than one firm.
- Participation in a conflicts modernization, platform implementation, process redesign, or automation effort.
- Client-facing experience in consulting, legal technology, or another multi-client service environment.
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