MEET OUR TEAM.
Chief Operating Officer
Head of Risk & Compliance and Internal Operations
General Manager, Intelligent Services Centre
Chief Executive, Intelligent Office UK
Founder and Director
Head of Business Development
Business Development Director
“Organisation development is vital to maintaining our leading market position and in meeting increasingly complex client needs; ever more so at a time of significant growth for our business. I am passionate about people development and I’m genuinely delighted that our business puts culture and values at its core. It gives our people clarity of purpose around shared goals and is what sets our business head and shoulders above others.“
As Intelligent Office’s Chief Operating Officer, and a member of its leadership team, Alison Bilgin has a pivotal role in driving the firm’s operational and people strategy. Promoting a collaborative leadership style, Alison fosters strong relationships with key stakeholders and clients, ensuring that operational services are aligned with client strategies.
Significant senior management and board level experience at some of the best legal and professional services firms, most recently as COO at top 100 law firm, Wiggin, means that Alison brings unique insights that are key to driving IO’s performance culture. This understanding of law firm operations and the need to future proof through the seamless integration of back office services, combined with a drive to empower both individuals and teams, puts Alison at the forefront of IO’s service excellence.
“My role is to create an environment in which people feel supported, inspired and engaged. By looking after our employees, we enable them to constantly deliver excellence for clients. Our 2018 Investors in People Platinum award was an amazing recognition of just how important this environment is to us, and was driven by every part of the business.“
Fiona Brown is our HR manager, leading a team of HR business partners who align closely with the client-led priorities of our operations teams. She is responsible for the strategies and processes that allow engagement and collaboration across the business, ranging from people manager toolkits through to large-scale TUPE transfers.
Fiona joined Intelligent Office in 2007. She brings her experience of industries as diverse as brewing, retail and international conference centres, and deep HR knowledge gained via an MSc in HR Management and an MCIPD accreditation. Fiona and her team are committed to ensuring the Intelligent Office values of teamwork, integrity, passion and success remain core to business’s brand, underpinning our talent management and culture strategies.
“It’s vital to our success that we share our clients’ laser focus on risk. As trusted partners, our processes and training are rigorously structured to protect each clients’ business, at the same time as delivering world-class service.“
Lorraine Cameron is a founding employee of Intelligent Office and has held a huge range of senior roles within the business. Today, Lorraine supports our operations team to develop best practice. She is accountable for productising our IP, including operational expertise and management toolkits, and disseminating these across the business.
A key responsibility of Lorraine’s role is also managing Intelligent Office’s risk and compliance strategy, including policies and procedures, to ensure that both we and our clients are protected. Since joining Intelligent Office in 2002, Lorraine has led some of our most transformational internal projects. Recently, she has successfully managed a series of accreditation processes including our ISO 27001 accreditation awarded by the British Standards Institute and ISO 14001 awarded by QMS.
With an MBA from the University of Edinburgh, Lorraine has worked in the legal sector for over 30 years. She is part of the Intelligent Office leadership team and is continually delighted by the success of individuals and teams she has seen grow from the very start.
“I get a huge sense of satisfaction from delivering a client’s operational priorities. Sometimes it’s a question of saving money, sometimes of improving quality, and sometimes of transforming disorder into predictability. Whatever it is, we move heaven and earth to deliver it.”
Anneli Douglas is a regional director, responsible for a range of clients in the South West. She also runs our Intelligent Services Centre based in Bristol, which provides offsite document production support alongside client onboarding and other offsite legal secretarial support functions. Anneli’s expertise is in redefining and streamlining PA processes, and introducing digital workflows. She and her teams thrive on delivering exacting work, delighting our clients and creating a better service for fee earners.
With 15 years’ experience in professional services and a postgraduate degree in Strategic Management, Anneli developed her structured approach to people management and her focus on continuous improvement, in industries as varied as mail order, marketing and ski tourism. For her, Intelligent Office’s role is to enable lawyers to focus solely on doing a brilliant job, each and every day.
“It is a rare pleasure to work with an organisation where everyone you meet has such depth of knowledge regarding the legal and professional services firms we support, and have taken on a commitment to deliver the speed, accuracy and service ethic required for our clients to provide a top quality experience to their own clients.“
James Greenbury is our Chairman and has worked with Intelligent Office since 2014. James graduated from Cambridge before completing an MBA at Stanford University in the US. He then joined US strategy firm Bain & Company, where he was based in London. As a partner at Bain, James was focused on business improvement and change management within FTSE 100 organisations.
After leaving Bain, James has started, acquired and developed a number of businesses including the creation and sale of an outsourced postroom and document services company to Swiss Post Solutions. Subsequently James has held a number of board positions in B2B and support services organisations, many of which have grown rapidly.
In addition to his role as Chairman of Intelligent Office, James is currently Executive Chairman at Parcel2Go.com, Chairman at First Mile and Non-Executive Director at Whistl.
“At its best, technology enables the agile working practices that create transformational change within law firms. I’m excited to bring my extensive experience of technology into Intelligent Office, helping to support our clients’ strategic agendas which increasingly includes the creation of more digitised workplaces.“
Richard Keatinge is our Commercial Director who is part of the IO Leadership Team and sits on the main Board. Richard has overall responsibility for our Finance and Commercial functions as well as key business growth initiatives and supporting our client teams to continually improve service, Richard’s role is central to our continued leadership of the legal outsourced services market. His deep knowledge of IT and technology businesses is fundamental to IO’s comprehensive solution to help clients transition to a more digital way of working.
Joining us in August 2019, Richard has worked within the legal sector for many years. His professional experience ranges from founding his own start-ups, to supporting mid-market companies with rapid business growth in difficult market conditions, through to top-tier M&A consulting with Deloitte and Bain & Company.
“A fundamental part of the value we bring to clients is our knowledge of, and perspective on, the world of business. The quality of our leadership team is outstanding, each and every person committed to creating fulfilling careers for our staff and exceeding client expectations.“
Previously Intelligent Office’s COO, Jonathan has now assumed a strategic role which enables him to focus on working closely with senior teams within our client base, with a view to developing our clients’ strategic thinking in respect of change programmes aimed at improving customer experience, working environments and optimised business administration processes. In fulfilling this role, Jonathan is leveraging over 20 years of experience in business process outsourcing, with a particular focus on digital transformation.
Jonathan holds an MBA and sits on both the board and leadership team, contributing to the ongoing development and growth of Intelligent Office.
“I really believe that we stand out in the legal services market, simply because we do it better. Our culture and staff, our processes and our approach to sharing best practice are the reasons for our phenomenal growth. I just love being a part of it.”
Maryanne Leitch has overall responsibility for our two ISO27001 accredited Intelligent Services Centres in Scotland. During Maryanne’s tenure, Intelligent Office’s offsite document production functions have seen huge growth and Maryanne and her teams are committed to simplifying the process of document production for clients, leading to a higher output in terms of quality and quantity, and delivering improved cost-efficiency for law firms. This is invaluable for law firms that are constantly looking to free up space, reduce their fixed resourcing costs and benefit from the stretched hours of coverage our offsite teams provide.
Before joining Intelligent Office in 2012, Maryanne worked in financial services for 15 years, with significant experience of outsourcing. She was drawn to Intelligent Office by the opportunity to transfer her skills to a high growth business, and by the warmth and passion of the people she met.
“We hold ourselves accountable for creating precedent-setting support solutions to the legal sector. When we start working with a business, we are joining an existing relationship between that business and their staff. With our involvement, we want people to gain renewed purpose, be recognised for a job well done, and reach their individual potential to deliver outstanding service.“
Rachel McCorry is our CEO and a founding member of Intelligent Office. Entrepreneurial by nature, she spends considerable time with clients and prospects, continually seeking to understand the client-demands experienced by law firms. It is this insight that enables Rachel to directly influence the ongoing strategy and development of our unique service offering, and ensures we maintain our position as an industry thought-leader.
Rachel has demonstrated, through the rapid growth of Intelligent Office, that continued, focused innovation leads directly to best-in-class administrative support and strategies for law firms.
A pivotal member of our board and leadership team, Rachel has a proven approach of listening to staff, and responding to their ideas and needs. She is fiercely proud of Intelligent Office’s pioneering culture, which celebrates creativity and optimism, where individuals can progress without barriers.
“Intelligent Office has a very strong personality — energy, enthusiasm, passion for people and clients. The pride people have in the company is incredibly valuable and we work hard to maintain it. In a business like this, you’re reliant on every single person to influence the quality of our service.”
Margaret McPherson founded Intelligent Office in 2001, transitioning into an advisory role following a management buyout in 2014. Alongside the rest of the board, Mags continues to shape the strategy and direction of the business with a particular interest in our market positioning and approach to employee engagement.
Right from the start, Mags was clear on the type of business she wanted to build; an innovative and sizeable organisation with exceptional standards of delivery and a positive impact on people’s careers. Our Investor in People Platinum award stands out as an external endorsement of this vision.
Prior to founding Intelligent Office, Mags worked in the UK and US in outsourcing companies within the hospitality and investment banking industries. She is also a non-executive director for three other companies within the legal and technology sectors.
“When legal support services transfer to Intelligent Office, there’s always a change curve to manage. But I’ve seen, time and time again, how transformational this transition actually is for people’s careers and self-belief. Our investment in learning and development is a game-changer, both for the staff that join us and the clients that we serve.“
Jo Murch is a regional director, leading a team of business services managers to meet client demands, deliver an outstanding service and achieve agreed objectives. Jo has developed a formidable skill set and specialises in the use of management information and analytics to help challenge and improve our client solutions. Her fast-paced and open approach to leadership focuses on increasing efficiency and quality of service, in order that clients can thrive.
Having graduated in Philosophy and Economics from the University of Manchester, Jo spent 11 years developing her management skills in the outsourcing sector, before joining Intelligent Office in 2011. She has experienced first hand the feeling of confidence and pride that comes from progressing through the business, and is passionate about supporting her teams to believe in their own development.
“Our suite of services has significantly expanded in breadth and complexity in recent years. I’m incredibly proud of our unique reputation as experts in delivering secretarial and office administrative support to the legal sector, and to be part of a high-growth business that never ceases to develop and respect its people.“
Sam Nicholls leads our business development team, ensuring that Intelligent Office remains a relevant and innovative force in legal support services. Sam and his team deliver cutting edge market insights to prospective and existing clients alike; sharing extensive sector experience and a deep understanding of the operational challenges faced by leading law firms. Sam also sits on both the leadership team and board.
With nearly 20 years’ experience in the industry, including sales and management positions with brands such as Chambers & Partners and Legal Week, Sam admires the sector’s ability to grow, diversify and deliver to its ever more sophisticated clients. He is passionate about the role Intelligent Office plays in sharing industry best practice, when designing future-state operational structures for its clients.
“For me, there’s nothing more professionally satisfying than successfully implementing our services within a client, then being able to witness the relationship with client and staff go from strength to strength. It’s incredibly rewarding, and the continuity is key to our success.“
Michelle Perry is a regional director, having joined us in 2012 as an onsite business services manager. She has seen time and time again the value of freeing up clients from the nitty-gritty of day-to-day operations, having led large and complex implementations of Intelligent Office’s services from TUPE through to integration. She is passionate about developing people, and is continually impressed by the talent within Intelligent Office at all levels of the business.
Michelle has spent her whole career in customer service management, having previously worked in the logistics and insurance industries. She was drawn to Intelligent Office by the opportunity to work with and directly benefit clients every day.
“Our aim is to create market leading support services for our clients. We focus on understanding their businesses from all angles and at all levels, to make sure that the solution we propose is the one that best enables fee earners to do their job, productively and without distraction.“
Jo Styles is a member of our business development team, responsible for identifying new business opportunities and making recommendations to meet client challenges. She spends much of her time exploring the obstacles that businesses are facing within their support services, be it quality of delivery, management of teams, or cost efficiency.
Prior to joining Intelligent Office in 2012, Jo spent seven years in the legal research industry. A pragmatic and data-led professional, Jo garners huge personal satisfaction from witnessing the growth of client relationships, and the empowering impact that Intelligent Office has on the careers of staff members who transition over to us.
“Everyday, I see so much talent within our business. I feel extremely fortunate to be able to share my 30 years’ experience in the legal industry, finding solutions to complex challenges and unlocking new potential for growth.”
Louis Tolaini is a regional director, having transferred to Intelligent Office in 2017 from Penningtons Manches. He has spent 30 years in the legal sector building his managed services expertise, with past roles including head of building management. Louis works shoulder-to-shoulder with clients, using his market knowledge to develop our solutions and ensure we continuously improve our delivery. He also partners with clients to set objectives that support their own strategic agendas, enabling them to focus on larger initiatives.
Relentlessly focused on solutions, Louis’ area of expertise is facilities and building management. He has managed a wide range of sites and operational teams during his career, as well as successfully delivering major back-to-back refurbishments. He is passionate about sharing his wealth of experience and his deep understanding of law firm operations, with both internal and client teams.