Retaining Talent in Business Services: The Unsung Heroes of the Legal Industry

When discussions about talent retention arise in the legal sector, the focus often gravitates toward lawyers – junior associates, senior practitioners, or aspiring partners. Yet, the sustainability and success of any law firm rely on a critical yet often overlooked cohort: business services professionals. These are the people behind finance, HR, IT, marketing, knowledge management and other operational functions that keep the wheels turning.

However, retaining these professionals presents unique challenges. The legal sector’s traditional emphasis on fee earners can unintentionally sideline business services staff, impacting morale, career progression and long-term loyalty. Law firms must adopt more inclusive strategies to engage, support and retain this invaluable workforce.

Challenges and issues in retaining business services professionals

Perceived lack of status and recognition

Business services professionals often feel their contributions are undervalued compared to fee earners, despite playing a vital role in the firm’s success. This lack of acknowledgment can lead to disengagement.

Limited career progression opportunities

Unlike lawyers with structured career trajectories, business services staff often face unclear or stagnant career paths, leading to dissatisfaction and attrition.

Cultural disconnect and lawyer-centric focus

A lawyer-centric culture can create an “us vs. them” mentality, leaving business services staff feeling excluded from the firm’s strategic priorities and decision-making processes.

Lack of investment in skills development

Many firms prioritise CPD for lawyers while underinvesting in the training and development of business services staff, causing them to seek growth opportunities elsewhere.

Role ambiguity and overstretching

Unclear job responsibilities and additional expectations without appropriate resources or recognition can lead to burnout.

Competitive pressures from other sectors

Business services professionals possess transferable skills highly valued in other industries, putting law firms in direct competition with tech, finance, and consulting firms for top talent.

Disparity in compensation and benefits

Inequitable pay structures can demoralise business services professionals, particularly when their work significantly contributes to the firm’s success.

Lack of inclusion in strategic planning

Business services professionals are often treated as support rather than strategic partners, leading to frustration and a sense of being undervalued.

The Importance of Retaining the Corporate Brain

Business services professionals are more than operational support—they are custodians of the firm’s corporate brain. Over time, they develop systems, processes, and institutional knowledge that are unique to the firm. Losing these individuals can have far-reaching consequences, including:

Loss of custom-built systems

• IT teams often create bespoke platforms tailored to the firm’s needs, such as client management systems or internal knowledge-sharing portals. A departing team member may leave a knowledge gap that cannot be quickly or easily filled.
• Finance professionals might implement nuanced billing and compliance frameworks unique to the firm’s jurisdiction or client base.

Erosion of institutional knowledge

• HR professionals understand the nuances of the firm’s culture, recruitment strategies, and employee engagement dynamics. Losing this expertise can hinder efforts to sustain a cohesive workplace.
• Knowledge managers curate and maintain valuable resources, from legal precedents to proprietary research, ensuring efficiency and competitive advantage.

Disruption of firm-specific workflows

• Marketing teams develop deep insights into the firm’s brand, audience, and strategic positioning. Their departure can disrupt ongoing campaigns or weaken client relationships.
• Operations staff understand the intricacies of the firm’s logistical workflows, ensuring seamless client service delivery.

Risk of intellectual property drain

Losing key business services personnel risks the exposure or loss of intellectual property and proprietary methods that differentiate the firm from competitors.

Strategies to Retain the Corporate Brain

To retain business services professionals and safeguard the firm’s corporate brain, law firms must:

Acknowledge unique contributions Celebrate the innovations and systems developed by business services staff. Regularly highlight their achievements in internal communications and during firm-wide meetings.

Implement knowledge retention plans Encourage cross-training and documentation of key processes to ensure institutional knowledge is shared and preserved.

Invest in professional growth Provide training opportunities to upskill and reskill staff, particularly in areas critical to the firm’s operations.

Offer competitive packages Ensure compensation reflects the strategic value of business services professionals. Tailor benefits to retain top talent, such as sabbaticals, flexible working arrangements, or retention bonuses.

Foster a collaborative culture Include business services teams in decision-making processes to ensure they feel valued and integral to the firm’s success.

Conclusion

Business services professionals are the stewards of a law firm’s operational excellence, innovation, and institutional memory. Retaining these individuals is not merely a question of reducing turnover but of safeguarding the systems, processes, and knowledge that underpin the firm’s success.

Law firms must take proactive steps to recognise their unique contributions, invest in their development, and foster an inclusive culture that values every individual, fee earners and non-fee earners alike. By doing so, they can retain their corporate brain and ensure a competitive edge in an evolving legal landscape.

As we’ve seen, retaining business services professionals is essential for ensuring the operational success and future growth of law firms. By actively recognising their contributions, investing in their development, and fostering an inclusive culture, firms can safeguard their valuable resources.

For those seeking further guidance on building a loyal, engaged workforce, we invite you to attend our upcoming conference, Unveiling the Secrets to Talent Retention: Strategies for Building a Loyal and Engaged Workforce. This exclusive event will feature industry experts sharing actionable strategies to help you retain talent across all roles, including business services professionals.

Don’t miss out on the opportunity to learn from the best in the field. Register today to secure your place! Find out more and book here.