Client Engagement & Onboarding Manager (Legal)

This is not a typical client management role

• At MPL, Legal is scaling fast. More clients, more complexity, higher expectations
• We don't need someone to "manage relationships." We need someone who owns them
• This role sits at the point where client expectation meets operational reality and makes sure the two align

The Role

• You will take full ownership of how clients experience MPL Legal
• From onboarding through to ongoing delivery, you are the person who ensures clients feel in control, informed, and confident not chasing, questioning, or second-guessing

You Will

• Lead onboarding of new clients, turning complex requirements into clear, executable delivery
• Act as the central point of ownership across Legal, Claims, and Operations
• Build relationships that are based on trust, not dependency
• Own SLA/KPI conversations setting expectations properly, not retrospectively managing issues
• Identify risks early and deal with them before they become problems
• Control change no ad hoc solutions that break scalability

What This Role Really Requires

This is a high-accountability role. It will suit someone who is:

• Commercially aware you understand the impact of decisions on both client and business outcomes
• Operationally credible you know how Legal and Claims work, not just how they're described
• Confident with clients you can challenge, reset expectations, and lead conversations when needed
• Structured in your thinking you bring order to complexity and make things repeatable
• Proactive by default you don't wait to be asked or told

Experience We Expect

• Strong background in client-facing or account management roles within claims, legal, or insurance environments
• Good working knowledge of credit hire, personal injury, or litigation processes
• Proven ability to manage stakeholders across multiple functions
• Experience handling onboarding, implementation, or service delivery in a structured environment

What Success Looks Like

• Clients describe MPL as easy to work with, structured, and in control
• Onboarding is consistent, repeatable, and professionally executed every time
• Internal teams are aligned, clear, and set up to deliver
• Growth in Legal services happens without disruption, inconsistency, or rework

Why MPL

• We are not building a traditional claims business
• We combine Legal, Claims, and Technology to deliver outcomes differently and better
• That only works if the client experience is as strong as the delivery behind it