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Maddocks establishes new Operational Excellence function to focus on client service

• 29 November 2023 • 2 min read
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Maddocks has today announced the creation of a new function to drive the firm’s continued efforts to modernise, improve knowledge management and invest in new technologies with a view to delivering exceptional client experiences.

The new ‘Operational Excellence’ division will draw together the firm’s existing legal operations, knowledge and research services teams under one umbrella and will work collaboratively across the existing service functions of the firm.

The Operational Excellence team will be headed by Mitch Grant as Director of Operational Excellence. A qualified solicitor, Mitch has previously practised in New Zealand, the UK and Australia, joining the firm in 2022 to establish a legal operations function. The newly created role will have a stronger voice to champion firmwide knowledge and operational initiatives and will provide strategic direction for the Innovus program, alongside Innovation Partner, Bettina Sheeran.

The new structure represents a significant investment by Maddocks. The firm plans to strengthen its focus on knowledge capture and sharing processes, leveraging both its strong culture and emerging technologies. The team will continue to identify opportunities to improve the delivery of legal services and transform the way the firm works with both its clients and its people.

Maddocks CEO David Newman said the new structure and leadership is testament to the firm’s commitment to continually improve the way that it works with clients.

“Operational Excellence is a major part of the transformation of Maddocks as a modern law firm. Our renewed focus on leveraging modern technologies and harnessing our knowledge capability will ensure our lawyers have the right tools and resources they need to provide a client experience that is exceptional.

“I want to congratulate Mitch Grant on his appointment – he has already made an outstanding contribution to modernising our client service delivery and I have no doubt this new team will thrive under his leadership.”

Speaking about his appointment, Mitch said: “I am excited to lead this new function for Maddocks. It is a pleasure to be at a firm where the leadership is so focused on improving our offerings to clients.”

For more information

Contact Maddocks Head of Communications and Media

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