This edition, we shine a light on one of the functions that keeps EIP running smoothly. Paula Camp, Records Team Manager in London, talks us through life leading the Records team, the work that often goes unseen but underpins everything we do. She shares what the role involves, how it’s changed, and why getting records right matters more than people might think.
You have been part of EIP for around 15 years. Looking back over that time, how has the firm changed, and what has kept you here?
I was the 12th person to join EIP, so obviously the firm has grown a lot since then, but it has kept its family feel, which is a big reason I have stayed. You just can't beat the people at EIP!
For those who don’t know, what does the Records team actually do day to day, and what first brought you into records management?
The Records team handle all external and internal deadline information, whether that's from client's, IPO's, foreign agents or our colleagues. We make sure that these deadlines are docketed and completed on time. We ensure that all incoming communications are saved onto the system so that the FE's and paras can pick them up. We also, handle all new cases that need to be created, whether that be via new case forms, foreign agents, client emails or take-on portfolios. I joined the Records team a couple of years after I joined EIP as a Records assistant, and I have just naturally progressed into the Records team manager role, which I really enjoy.
Records work is often invisible until it’s needed. Why does getting it right matter so much in a busy IP firm, and what’s the impact when it runs well?
It is so important for Records to get it right because if we miss certain deadlines, we could potentially be sued by our clients.
Client care is the most important part of our work, not only to retain our current clients but to maintain an excellent reputation to draw in new clients.
We always say that what we do day-to-day is like a conveyer belt, so when the team runs well, we keep the belt going nice and smoothly, so everyone in the firm has what they need quickly to be able to work to their deadlines.
Records and information management have changed a great deal, from paper files to digital systems and tighter compliance demands. How has the work evolved over your time, and how has the team adapted?
I was actually talking about this the other day, and I remember when the idea of a document management system was first mentioned, I thought to myself whilst sitting in the middle of 100's of paper files, 'there is no way we will ever be able to go fully paperless'....well how wrong was I?! When you are used to doing something a certain way, it's difficult to imagine doing it another way, but you do just adapt. We are already using AI to help with certain aspects of work within the team, and I'm excited to see how AI is going to develop further and continue to help us even more.
What do you most enjoy about managing the Records team, and what makes a great records professional in your eyes?
To me, being a team player is the most important quality to have. Records is always busy, and there are days where you may need to ask another member of the team to help with something that they don't usually do, or a big project could come in and it's all hands-on deck, so this is the most valuable quality you can have in my eyes.
Is there a moment you’re particularly proud of, a project, a save, or a time the team made a real difference that few people saw?
We have had so many huge take-ons we have dealt with that I'm super proud of the team for. They often must be done within a certain amount of time (usually it's a deadline that the client has requested we be responsible for their cases by), and our day-to-day jobs don't just disappear while we are handling these, so it is a hugely stressful time for the whole team, but we always manage to get it done.
If there is one thing you would want former colleagues to know about Records and the role it plays at EIP today, what would it be?
As always records still play a pivotal role in the day-to-day functions at EIP, we continue to work to a high standard and take pride in our work with the high volume we receive and our small team.
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