As Managing Partner and CEO, my work is focused on managing and running the firm, implementing the strategy agreed by our partners. This means enhancing the client service across all functions, developing and implementing our strategic vision as well as the ideas that our people have.
I sit on the Strategic Board which allows me to be part of the process which recommends our strategic direction to our partners. I also sit on the Remuneration and Nomination Committee which helps drive my passion for people. I chair the Executive Board to make things happen and I Chair the Corporate Responsibility Leadership Group to ensure that our values and culture are brought to life within our business, allowing us to have a broader impact on our clients, people, community and environment.
We’ve directed substantial resource at developing our infrastructure, processes and systems, as well as investing over £11m in technology designed to improve operational efficiency and communication. These are the ways we ensure outstanding client service. I am passionate about service excellence and so am delighted that we are the first law firm in the UK to commit to the Net Promoter Score system for both its clients and people.
Since becoming Managing Partner and CEO in January 2006, I’ve led and supported the firm’s growth from £34m to £188m turnover and was awarded Management Partner of the Year at the Legal Business Awards (2014).
The firm has also enjoyed recognition through awards for ‘Best Managed National Firm’ and ‘Best Financial Management’ at the International Managing Partners’ Forum Awards (2014), was shortlisted for ‘Firm of the Year’ at The Lawyer Awards (2014) and recognised in Legal Week’s Client Satisfaction Report as the best top 20 law firm for quality of legal advice and joint first of all national firms for quality of service/responsiveness.
For me, it's all about doing things differently - focus on service excellence by delivery through the right service platform aligned with our clients' needs. Great people lead to great clients which leads to an awesome firm.