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PNC Team Lead

2 weeks ago

Delhi, Delhi, India Dalal and Mehta Law Full time US$ 90,000 - US$ 1,20,000 per year

Position Overview:

Job Title: PNC Team Lead (Prospective & New Client Operations)

Location: Remote

Schedule: 8:00AM – 5:30PM Eastern time

Position Type: Full-Time

Equipment: You must provide your own computer, headset, and high-speed internet.

Welcome to Dalal & Mehta Law

We're a fast-growing, fully remote Immigration Law Firm based in New Jersey, serving South Asian families and professionals across the globe.

Our motto is simple: "We are Together."

We are proud to be the Top Family and Immigration Law firm in New Jersey.

5-Star Client Reviews – Hundreds of satisfied clients and successful case resolutions.

Recognized by Leading Legal Associations – Active membership in top legal organizations.

Multi-Lingual Legal Assistance – Providing services in multiple languages for diverse clients.

What You'll Get from Us

Steady pay + Performance bonuses

Fully remote with supportive management

Room to grow in a fast-rising firm

Structured training, clear expectations, no micromanagement

A culture that honors your skills, voice, and language

Your Role as PNC Team Lead (Prospective & New Client Operations):

This is a hands-on leadership role directly supporting the CEO/Owner in ensuring that every lead is properly managed, pursued, and converted. You will manage a small intake team while actively participating in day-to-day work, serving as a backup for your team when needed, and making real-time adjustments to meet business goals. This is not an entry-level position — it requires strong leadership, strategic decision-making, and the ability to multi-task at a high level, especially during high-volume periods. This is not a delegator-only role; you will roll up your sleeves and step in wherever needed to ensure nothing slips through the cracks.

Key Responsibilities:

Team Leadership & Oversight

  • Manage and coach a team of 2 receptionists, appointment setters, and sales staff.
  • Ensure each team member follows up and pursues leads according to their job role.
  • Monitor daily activity and provide guidance to improve efficiency and conversion rates.
  • Assign tasks, track completion, and hold team members accountable for timely follow-ups and accurate CRM updates.
  • Act as a direct backup for team members during high-volume periods, absences, or urgent situations to ensure uninterrupted lead follow-up.

Onboarding & Policy Maintenance

  • Onboard and train new hires on intake processes, CRM usage, communication protocols, and follow-up procedures based on the firm's current policies, systems, and procedures (PSPs).
  • Continuously monitor for outdated PSPs during onboarding or daily operations.
  • Meet with the CEO to review any outdated or ineffective PSPs.
  • Assist in revising, updating, and implementing improved PSPs to ensure operational efficiency and consistency.

Performance Reporting

  • Prepare and present daily, weekly, and monthly performance metrics to the CEO/Owner.
  • Analyze trends and provide actionable recommendations to improve lead conversion.
  • Adjust strategies and reassign resources as needed based on real-time results.

Lead & Pipeline Management

  • Oversee the intake pipeline in Lawmatics, ensuring leads move through stages without delay.
  • Implement and maintain structured follow-up schedules (24-hour, 48-hour, weekly).
  • Use lead scoring to prioritize high-value prospects.

CRM Management (Lawmatics)

  • Maintain accurate client and case records.
  • Audit entries for completeness and consistency.
  • Create and optimize templates, automations, and workflows to speed up engagement.
  • Ensure integrations with calendars, e-signatures, and other tools function properly.
  • Coordinate with Lawmatics support for troubleshooting and updates.

Callback Management

  • Enforce same-day callback protocols for missed or dropped calls.
  • Oversee callback logs to ensure every attempt is recorded with notes and outcomes.
  • Escalate overdue callbacks to management when necessary.

Client Communication Oversight

  • Manage SMS/email communications with prospective and new clients.
  • Oversee automations and campaigns to increase engagement and conversion.
  • Ensure all communications are logged for transparency and follow-up tracking.

What We're Looking for:

  • Proven experience in intake, sales administration, or client services in a fast-paced environment.
  • Previous supervisory or team management experience required.
  • Proficiency in CRM systems (Lawmatics preferred).
  • Strong organizational skills with the ability to pivot plans quickly based on performance data.
  • Exceptional communication, leadership, and training skills.
  • Willingness to personally step in and handle tasks when necessary to keep operations moving.

Why This Role is Critical

You will be the right hand of the Owner, ensuring every lead is tracked, followed up on, and given the best possible chance of converting into a client. You'll have the authority to make adjustments, reassign tasks, and implement process changes in real time — while also being ready to jump in yourself to keep the pipeline flowing and meet the firm's goals.

Apply Today

If you want to be part of a law firm that is transforming the immigration experience for clients worldwide, then this is an opportunity worth considering.