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Process Expert (CRM Operations)

Business Development
JR-1022 Requisition #



·      Experience of supporting CRM application or e-marketing platforms 

(Vuture, InterAction, Matter Capture, SharePoint etc.) or similar products

·      Supported global projects
·      Exposure to global shared services team model
·      Exposure to system upgrades and testing
·      Previous law firm experience will be preferred
·      A bachelor's/master's degree from a reputed institute

·      6+ years of experience at a multinational organisation, working in a similar role

Key Responsibilities

The Process Expert – CMI will work within a team of colleagues in managing projects and support operations as required. Below are key deliverables:

·      Deliver the projects requirement as required by the London team

·      Act as primary point of contact for project SME and team members

·      Maintains effective and efficient communication (by phone or email) with stakeholders

·      To assist with process improvements to improve the performance of services

·      Troubleshoot issues
·      Provide training to team members and business as required

·      Ability to work on your own or with other team members on projects and support operations

·      Assists in maintaining process documentation
·      Manage workflow in coordination with the Team Leader/ Manager
·      Assists Team Leader/ Manager in identifying knowledge gaps

·      Shares best practices with team members on the new systems and any updated operational processes

·      Develop business relationships in order to understand & improve the services to evolving needs of the business

·      Provide support in managing firm's tools like Matter Information System, Global proposal database, Online Services, Alumni, Vuture & Interaction (CRM tool)

·      Provide support in performing regular scheduled & ad-hoc activities (like preparing customized analysis/reports etc)


Key Requirements

The successful candidate should have:

·      An excellent commitment to client service, delivery and timeliness along with 

essential demonstrable skills in working collaboratively and co-operatively with 

global teams

·      An excellent attention to detail and an innate appreciation of data and structures   

·      Analytical and problem-solving skills
·      Intermediate MS excel and PowerPoint knowledge
·      Excellent organisation, planning and time management
·      Excellent interpersonal, written and presentational

·      The intellectual rigour and insight to be credible with a highly intelligent and 

experienced group of personnel



Job Title

Business Area

Job Type

Role Type


Days/Hours of Work


Process Expert – CMI

Business Support Services  


Service Assistant


5/40 per week

Deputy Manager – CMI


Clifford Chance is one of the world's leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution.


Clifford Chance Business Services(CCBS) provides a wide range of IT Enabled Services to its client/parent company, Clifford Chance LLP. Having grown steadily over ten years, the company employs around 500 highly skilled and experienced professionals enabling the organization to successfully support its client in the following areas such as: Finance, Information Technology, Business & Research Solutions, Legal Support Centre, Document Production Unit and Project Management and Continuous Improvement.


Client and Matter Intelligence (CMI) is one of the streams under the BRS department which is a part of the global Client and Market Development function within Clifford Chance. The role of the Process Expert – CMI is

·         To support projects in coordination with Projects as well as Operations teams.

·         To have a high level of process knowledge so as to support CMI's regular operations as required.

·         To have an in-depth knowledge of client structure and marketing capabilities along with working with different IT applications.


For this stream we are looking for an Process Expert  – CMI, to work in UK shift timings:

(A) (13:15 PM to 10:00 PM) April to October

(B) (14:15 PM to 11:00 PM) November – March

Clifford Chance Values

Ambition / Commitment / Quality / Community


It is the combination of these values, not each one individually, and how they come together which makes Clifford Chance what it is, who we are and what we stand for. To us these values and enjoying what we do is a way of life.


Equal Opportunities


Clifford Chance is committed to an Equal Opportunities policy in employment and believes in equality of opportunity regardless of gender, age, race, colour, nationality, ethnic origin, religion, disability or sexual orientation.



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