LNH Recruitment Wakefield, England, United Kingdom
Our client, a well-established and highly regarded legal practice based in West Yorkshire, is offering a fantastic opportunity for an experienced Operations Manager to join their leadership team overseeing their award-winning catastrophic injury department.
The purpose of the role is to lead a team of Serious Injury professionals towards delivery of operational, customer, and financial performance. Implementing effective coaching and mentoring techniques to ensure team objectives and targets are achieved in accordance with business strategy and relevant regulatory requirements. To be part of the leadership team of the Serious Injury Department and help Senior Leaders deliver growth, engagement, excellent customer service, and performance.
Key Accountabilities:
* Lead a team of colleagues, through the Team Leader community, to ensure an efficient and effective customer service addressing team and individual performance issues.
* Prioritise and manage resources to deliver trading performance and objectives ensuring any performance shortfall is identified and addressed at an early stage.
* Alongside the Senior Operations Manager, manage consistency of trading performance and quality across the team ensuring variation is managed within the agreed range.
* Fully manage the recruitment process to ensure headcount requirements meet case count requirements to ensure there is no impact on the performance of the team.
* Motivate and lead the team ensuring clear objectives are in place, performance issues actively managed, and development plans are in place in accordance with company policy.
* Build team capability through effective deployment of new working practices, systems, processes, and behaviours ensuring business change is fully embedded.
* Anticipate operational risks and issues establishing plans to mitigate negative impacts on case progression, customer service, regulatory compliance, and technical quality.
* Work across the operational management team to create a culture of continuous improvement and high levels of staff engagement and contribute to the overall operational plan.
* Manage the implementation of operational strategy, reporting progress and tracking benefits across the team.
* Optimise case progression across the team ensuring consistent application of business process, systems, and working practice across each member of the team.
* Train and develop team competence to ensure the quality of client outcomes ensuring all issues are addressed and development actions implemented in a timely manner.
* Maintain a strong supervision environment across the team to identify competence, client outcome, regulatory and service issues at an early opportunity ensuring action plans are delivered in a timely manner.
* With support from the Technical Managers provide technical guidance across the team to ensure appropriate case plans are in place, the correct litigation actions taken and key dates managed appropriately.
* Undertake any other tasks as deemed relevant and reasonable by the business.
Key Performance Indicators:
Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.
Person Profile:
A strong people leader who is personally motivated by creating team capability:
* Credibility to operate and influence at a senior level.
* Act with drive, pace, and passion able to work in a fast-moving environment.
* Takes personal ownership, leads by example & works collaboratively.
* Able to see the bigger picture and manage the details.
* Pragmatic, logical problem solver who creates clear options and acts decisively.
* Strong interpersonal skills engaging and inspiring others to follow their lead.
* Establishes common goals and motivates others to take action.
* Actively seeks to develop own skills and extend the scope of their experience.
Management Skills:
Proven ability to drive team performance in a fast-moving, high-volume environment:
* Ability to drive the firm’s strategic objectives.
* Operational planning capability demonstrating exceptional operational execution.
* Strong coaching skills encouraging direct reports to maximise their performance and behaviours.
* Advocate of driving success through people management, process excellence, quality & risk management.
* Ability to identify emerging issues and develop team plans over a 6-month time horizon.
* Customer centric constantly with a track record for driving continuous improvement.
* A natural organiser able to set clear expectations of what good looks like and how it is measured.
* Deploys a range of performance management techniques to develop people and/or face into difficult conversations.
* Ability to motivate and build capability through the creation of a self-managed team environment.
* Demonstrate consideration of our company values in day-to-day decision making.
Personal Development:
* There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within the business.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
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