Herbert Smith FreehillsDirector of Business Services (Strategy, KM, Communication, Research, Thought Leadership, L&D)
May. 2016 - Jul. 2019London, United KingdomI created a strategy to re-engineer the customer experience by ensure our fee earners were providing better advice. The aim is to provide coaching lawyers to drive client orientated behaviours, ensure they have deeper client insight content, provide better access to firms IP (e.g. knowledge management) as well as trying to join the various practice groups to drive commercial collaboration.
My aim is to deliver meaningful collaboration and change throughout the enterprise as well as delivering performance improvement in certain business services functions. Therefore I created a new department by joining Knowledge, Research and L&D coupled with innovations and thought leadership. This reorganisation cuts costs, altered focus from volume to value and adds specific sector value proposition, to provide the firm with better legal, client, and sector insight.
- I adopted innovation technology and instigated behavioural change programme to collaborate across business units, improving delivery of knowledge management best practices including enhanced systems for tacit knowledge and know-how collection
-I initiated multiple learning and development programs to impact competencies of fee earners, fundamentally changing method of delivery of technical, professional, and client training and development.
- I executed development program in leadership for board members, sector, and new leadership, resulting in increased focus on client service delivery, profitability, and revenue growth. - I initiated company’s first use of LMS and integrated 5,000 employees into system, ensuring blended learning capability with just-in-time training programmes delivered on multiple devices.
- I delivered a new Thought Leadership and Marketing capability focused on key areas of HSF's value proposition and a better ROI.