Director of New Client Intake & Acceptance (50517)

Citrin Cooperman offers a dynamic work environment, fostering professional growth and collaboration. We’re continuously seeking talented individuals who bring fresh perspectives, a problem-solving mindset, and sharp technical expertise. We know you have choices, so our team of collaborative, innovative professionals are at the ready to support your professional development. At Citrin Cooperman, we offer competitive compensation and benefits and most importantly, the flexibility to manage your personal and professional life to focus on what matters most to you!

We are seeking a Director, New Client Intake & Acceptance to join the Firm Operations team within the Operations department. This leader will be responsible for overseeing and managing our US and India-based operations teams, with a primary focus on all aspects of new client intake and acceptance. The role demands strategic vision, operational excellence, and the ability to drive collaborative initiatives across departments.

Strategic Leadership and Governance

• Partner with senior leadership to enhance the new client intake strategy, ensuring alignment with firm-wide objectives and regulatory requirements. This includes developing and refining policies for client acceptance, risk assessment, and compliance, while proactively identifying opportunities for improvement.
• Establish governance frameworks to monitor adherence to intake protocols, ensuring that all processes are transparent, auditable, and consistent across geographies. Act as a trusted advisor to executive management, providing insights and recommendations based on industry best practices and data-driven analysis.
• Lead the development and implementation of intake policies that balance client service excellence with ethical standards and legal compliance, fostering a culture of integrity and accountability.
  
  

Process Optimization & Technology

• Oversee the continued enhancement of the intake form, ensuring user-friendliness, accuracy, and adaptability to changing business needs. Regularly review the form’s effectiveness and solicit feedback for improvements.
• Recommend and implement automated solutions to the intake process, such as Power Automate flows, AI-enabled tools, and integration with Microsoft CRM and Intapp systems. Champion digital transformation initiatives that streamline operations, reduce manual effort, and improve data integrity.
• Collaborate with IT and process improvement teams to map current workflows, identify bottlenecks, and deploy cutting-edge technology solutions that drive efficiency and scalability.
  
  

Cross Functional Collaboration

• Oversee processes that involve close partnership with other leaders for client onboarding, engagement letters, background checks, conflict checks, and related activities. Ensure seamless communication and coordination across departments to achieve timely and accurate client onboarding.
• Facilitate cross-functional meetings and working groups to address challenges, share best practices, and align intake procedures with broader firm operations, including tax, audit, and advisory service lines.
• Drive collaboration with compliance, risk, and legal teams to ensure intake and acceptance processes meet regulatory and internal standards.
  
  

Team Leadership & Development

• Lead a centralized intake framework that includes administrative support and an Intake Center of Excellence team. Set clear goals, roles, and responsibilities, ensuring all team members are empowered and equipped to deliver high-quality results.
• Continuously enhance training programs for partners and staff on intake policies and procedures, incorporating feedback, emerging trends, and regulatory updates. Develop blended learning modules, workshops, and knowledge-sharing sessions to upskill the team.
• Foster a positive team culture that prioritizes ethical decision-making, mutual support, and professional growth. Recognize achievements, address challenges proactively, and serve as a mentor for aspiring leaders within the operations function.
  
  

Monitoring, Reporting, and KPIs

• Develop and maintain service level agreements (SLAs) for the intake process, setting clear expectations for turnaround times, quality standards, and client satisfaction metrics. Regularly review SLAs and adjust as needed to meet business demands.
• Manage system-based reports from Intapp, tracking pending statuses, approval notifications, and follow-ups. Utilize Power BI dashboards to analyze trends, identify areas for improvement, and communicate performance insights to stakeholders.
• Establish key performance indicators (KPIs) that measure the effectiveness, efficiency, and compliance of the intake process. Report on these metrics regularly to senior leadership, driving accountability and continuous improvement.
  
  

Mergers & Acquisition

• Work closely with the Integration Team for post-merger intake, ensuring a smooth transition of clients, harmonization of intake policies, and rapid onboarding of new business units. Develop robust plans to address integration challenges and support change management initiatives.
• Lead due diligence efforts related to client intake during mergers and acquisitions, assessing risks, identifying synergies, and ensuring compliance with firm standards and local regulations.
• Coordinate stakeholder engagement and communication during integration phases, providing guidance and support to newly acquired teams and clients.
  
  

Qualifications

The ideal candidate must:

• Have 10 years’ experience in a professional services firm environment, preferably in tax operations, with a proven track record of operational leadership.
• Have at least 5 years in a leadership role, managing cross-functional teams and driving strategic initiatives.
• Demonstrate proficiency with Microsoft CRM, Intapp, Power BI, and KPI management, with a strong aptitude for leveraging technology to optimize processes.
• Enjoy working in a collaborative team environment, supporting, training, and mentoring colleagues towards shared goals.
• Be comfortable communicating with senior leadership and operating in a highly matrixed, global environment, balancing multiple priorities and stakeholder interests.
• Possess experience with project-based initiatives, including process improvement, technology deployment, and change management.