The Return Services Station is the final phase in the managed legal services (MLS) lifecycle - the structured transition of legal work back to the in-house team or to a new provider. It is the moment where the MLS provider steps back, and the legal department resumes direct control of the function.

But at GLS, return services are never just a handover. They are a strategic upgrade. We ensure that what is returned is significantly better than what was taken over - with improved workflows, optimised documentation, calibrated tools, and enhanced team capability. In many cases, our clients choose not to take the service back at all - because the GLS-delivered MLS has become the new benchmark.

This station is about continuity, capability, and control. It ensures that the legal department can resume operations without disruption, and with the benefit of everything learned and improved during the MLS engagement. It’s not just about ending a service - it’s about completing a transformation.

Return Services also provide a critical feedback loop. They allow legal teams to assess what worked, what changed, and what can be applied elsewhere. At GLS, we treat every return as a learning opportunity - and a chance to raise the bar for legal service delivery.

The scope of the Return Services Station typically includes:

◼️Transition Planning: Defining the timeline, scope, and responsibilities for service handback.

◼️Knowledge Transfer: Documenting and transferring insights, workflows, and tools developed during MLS delivery.

◼️Process Continuity: Ensuring legal operations continue seamlessly post-transition.

◼️Capability Uplift: Returning a function that is more efficient, standardised, and scalable.

◼️Tool Integration: Embedding upgraded assets (e.g. clause banks, playbooks) into in-house systems.

◼️Stakeholder Communication: Informing business units of the transition and new engagement protocols.

◼️Risk Management: Ensuring compliance and governance standards are maintained throughout.

◼️Post-Return Review: Assessing outcomes and identifying opportunities for further improvement.

In GLS legal ops speak – the Return Services is considered a “Foundational” resource within the process ecosystem of an in-house legal team.

The Foundational Resource is a CRE that is responsible for determining the overall performance capabilities of a “critical” legal function. If it is not optimised, the function can never be optimised. 

The best practice features of the Return Services Station are as follows:

◼️Structured Transition Plan: Clear roadmap for returning services without disruption.

◼️Upgraded Functionality: Legal processes are returned in a more optimised state.

◼️Knowledge Capture: Insights and improvements are documented and transferred.

◼️Tool Embedding: Assets developed during MLS are integrated into in-house systems.

◼️Stakeholder Alignment: Business units are informed and supported throughout the transition.

◼️Governance Compliance: Legal standards and risk thresholds are maintained.

◼️Performance Review: Outcomes are assessed to inform future transformation efforts.

◼️Optional Continuation: Clients retain the option to continue with GLS if the upgraded service proves more effective.

The Return Services Station delivers the following value to the Business:

◼️Improved Service Quality: Legal functions are returned in a better state than received.

◼️Reduced Operational Risk: Structured transition ensures continuity and compliance.

◼️Enhanced Business Confidence: Stakeholders see legal as capable and transformation-ready.

◼️Scalable Legal Support: Returned processes are more efficient and easier to expand.

◼️Smarter Investment Decisions: Post-return review informs future resourcing and strategy.

◼️Faster Deal Execution: Optimised workflows continue to deliver speed and consistency.

◼️Tool Retention: Business retains access to upgraded legal assets developed during MLS.

◼️Transformation Legacy: Improvements made during MLS engagement continue to deliver value.

The optimisation of this Station will build value in the legal department in the following ways:

◼️Capability Uplift: Legal teams inherit improved processes, tools, and documentation.

◼️Operational Continuity: Legal services continue seamlessly post-transition.

◼️Knowledge Retention: Insights from MLS delivery are captured and embedded.

◼️Team Confidence: Legal professionals resume control with enhanced capability.

◼️Governance Assurance: Compliance and risk standards are maintained throughout.

◼️Transformation Momentum: Return services reinforce the value of legal change.

◼️Scalable Infrastructure: Returned functions are easier to expand and optimise.

◼️Strategic Clarity: Legal teams gain insight into what works and where to improve next.

The Return Services Station is essential for:

◼️Legal departments seeking to implement managed legal services

◼️Teams undergoing legal transformation or restructuring

◼️Legal operations professionals designing scalable service models

◼️GCs and Heads of Legal aligning legal support with business strategy

◼️Procurement functions looking to streamline and reduce costs

A legal team operating without a Return Services Station will face a wide range of inefficiencies including:

◼️Disrupted Service Continuity: Legal workflows stall during transition.

◼️Lost Knowledge: Insights and improvements from MLS delivery are not captured.

◼️Reduced Capability: Legal teams resume control without upgraded tools or processes.

◼️Stakeholder Confusion: Business units are unclear on new engagement protocols.

◼️Compliance Risk: Transition may breach governance or regulatory standards.

◼️Transformation Regression: Improvements made during MLS are lost or diluted.

◼️Low Team Confidence: Legal professionals feel unprepared to resume control.

◼️Missed Learning Opportunities: No review or reflection on MLS outcomes.

The Return Services Station has a strong tech profile:

◼️Tool Integration: Clause banks, playbooks, and templates must be embedded into in-house systems.

◼️Knowledge Transfer Platforms: Digital tools support documentation and training.

◼️Workflow Continuity Systems: Tech ensures seamless transition of legal processes.

◼️Performance Dashboards: Data from MLS delivery informs post-return review.

◼️Security Protocols: Data protection and confidentiality must be maintained throughout.

◼️Automation Retention: Automated workflows developed during MLS must be preserved.

◼️Scalability Infrastructure: Tech must support future expansion of returned functions.

◼️Collaboration Tools: Platforms enable smooth handover between provider and legal team.