Benjamin Carter Email & Phone Number

London, England, Gb

Global head of department reporting to the Chief Technology Officer responsible for strategic and operational management of innovation and advanced delivery of technology solutions across the firm. Managing teams of Product/Project Managers, Solutions Managers, Delivery Specialists and CX/UX Designers to ideate, educate, design and deliver new and innovative technology solutions for use both internally and with our clients externally. Acting as the faces of technology into our practice groups and regions and as conduits from idea to delivery to ensure the needs of our fee earning communities and clients are translated into robust, effective and accessible forward thinking solutions by our technology teams.Responsible for strategic direction of our technology capabilities including case and task management (Odoo, Power Platform), document automation (Contract Express, Office & Dragons), client portals (HighQ), document review and data extraction, and brand and reputation management.

London, England, Gb

Global role responsible for developing a strategic plan to deliver the firms services in new and innovative ways using technology across the Risk Advisory Services group consisting of Construction, Litigation, Regulatory, TMT, IP & Contentious Tax practices. Working with Partners as a conduit for idea generation and management between fee earning communities and central technology development and change teams, from idea, through concept to delivery.Also firmwide Product Manager managing the strategic direction of a variety of legal service technology products, with a focus on Case Management, Document Automation and Brand Management and Enforcement.

London, England, Gb

Collaborating closely with Partners and Senior Operational Leaders in the Construction Advisory & Disputes team, responsible for developing the global knowledge strategy to harness and convert the gold standard fee earner experience into smarter ways of delivering services to clients.- Introduction of an award-winning case management solution, streamlining processes and utilising a blend of inhouse and procured platforms to improve profit margins on volume fixed fee Adjudication work.- Co-ordinated and grew the network of global Knowledge Hubs to train and support group lawyers and wider Infrastructure and Energy sector teams worldwide.- Managed the induction of trainees and new qualified lawyers, overseeing group wide training programme, tracking progress and performance for senior leadership.

Manchester, Greater Manchester, Gb

Firmwide role responsible for project delivery and continuous process and systems improvement across Client Intake. Working closely with Operational leads and fee earning practice groups, business development and marketing to improve the client journey from end to end.Working very closely with IT development and infrastructure teams in an Agile continuous improvement environment leading requirement gathering with Business Analysts, attending daily stand ups, scrums and showcases and responsibility for the prioritisation of work across Client Intake, and by committee, the wider firm.

Manchester, Greater Manchester, Gb

Operational day to day management of the combined 90 seat Contact Centre, as well as the strategic review of systems, process and quality within the team. The team were responsible for all enquiries into Slater and Gordon UK handling over 45,000 calls a month plus live webchat services, web enquiries and legal advice helpline enquiries.Also responsible for the design and integration of client intake functions of newly acquired firms into the Slater and Gordon systems including acting as senior stakeholder and liaison for fee earning areas, IT infrastructure and development teams, attending project meetings, war rooms and requirement sessions. This included the integration of Pannone, Fentons Solicitors, Leo Abse & Cohen and Walker Smith Way.

Following Merlin Claims administration, joined LAS Claims (now Innovation Property) on a 3 month fixed term contract to aid in the transition of work from Merlin clients offering a unique insight into their systems and processes.

Reporting to Business Development Director, utilising my previous extensive operational knowledge of the business to bring a new perspective to the development of client relationships, processes, systems and projects.Responsible for project managing the onboarding of all new clients; liaising with Account Managers and clients to ensure strict deadlines were met as well as facilitating change management in the business.Oversaw bids and tenders process for pursuits activity, collating content and managing submissions; as well as responsibility for all internal communications, and management of external marketing vendors.

Before moving into the Business Development team, I was responsible for the development of Merlin's Claims Management Centre proposition and the day to day management of the largest Claims Management Centre in Manchester.Direct management of 50 Claims Technicians and administration staff handling 250 - 400 incoming claims a week, including management of SLA compliance, technical claims review and auditing, staff training and process improvement. Liaison with client representatives for multiple insurers on service issues and escalation point for all client and customer queries and issues.

Memphis, Tennessee, Us

Working for this second biggest Loss Adjusting business in the UK I was responsible for:-• Management of 5 Incident Managers (Claims Handlers) in the day to day management of a caseload of 130 – 180 loss adjuster lead household and commercial claims• SLA Compliance• Technical Referral Point• Team Training• Customer Escalation Point• Technical Claims Handling• Dedicated Client Claims ControllerDuring my time with Cunningham Lindsey I also completed my Advanced Apprenticeship in financial services, NVQ in Insurance, NVQ in Customer Service and Cert. CII

Rolling Meadows, Illinois, Us

• Triage of new claims• Central contact for national and international corporate clients• Technical Referral Point• Overseeing of number of Loss Adjuster lead claims• Customer Service Referral