Location - Winchester, Leeds or Birmingham Hybrid Working The Division We have a new and exciting opportunity to join our Regulatory Divsion as the Head of Operations. Our Regulatory / Professional Discipline division is consistently ranked in the top tier in the Legal 500 and Chambers UK directories for Professional Discipline. Our expertise in both health and regulation sets us apart from the competition. We've handled thousands of regulatory cases over the last 20 years, covering case investigation, preparation and presentation. We work with seven health and social care regulators as well as regulators in the veterinary/equine, legal services, education and built environment sectors. We also act for police forces on police misconduct matters. We have worked on some of the most complex and high profile cases faced by professional regulators, including for our own regulators, the Solicitors Regulation Authority (SRA) and the Bar Standards Board (BSB). The division – the firm’s largest - has c140 people across 4 offices and a turnover of c£16m. Our breadth of experience means that we are at the forefront of regulation, legislative and policy changes and best practice. We have the experience, resources and systems in place to deliver the services to a high quality and within agreed time frames. The Role Working alongside the Head of Division and other Regulatory Partners, the key objectives for this role are to: ensure the efficient and smooth running of client work within the division, delivering operational improvements and efficiencies where required; develop and deliver an operational excellence approach / programme for our key regulatory clients; ensure each client team has in place effective resourcing and reporting to support the Partners in the delivery of client work profitably in line with client KPIs and to manage their teams effectively; ensure all clients matters are billed and paid in line with contract provisions; Key areas of responsibility will include: provide direct operational support; identifying, tracking and (where necessary) delivering actions and priorities, including working with the division’s Partners on team structures and responsibilities and operational improvement projects to ensure operational needs are met. liaising and coordinating with the Head of Division/ Sector, the firm’s COO and business services leadership team / functions to ensure the Regulatory division key client work gets the support it needs to perform well, remain profitable and ensure teams are highly engaged. lead and work closely with the business support team in the division to ensure the operational and administrative needs of the division are met. The business support team includes two Team Managers, three Executive Assistants, ten Administrative Assistants, and a Practice Manager/ Clerk. ensure effective monitoring and delivery of client KPIs and other aspects of service delivery, including monthly and quarterly reporting to clients. support workload allocation through developing systems and reporting to objectively identify and manage capacity and ensure work is allocated fairly in the best interests of client service and the professional development of people. progressing projects and initiatives that relate to operational improvement, efficiency, including working with client teams and the IT and Finance departments to deliver workflow improvements and internal and client reporting. ensure budgets are effectively managed, bills are delivered in accordance with client requirements, WIP and profitability is monitored and issues escalated to the Client Partner where necessary. work with the division’s key stakeholders and the Firm’s Governance and Risk Team to develop and implement best practice and learning across the client teams to develop our lawyers and improve client service. support the running of the Quality Assurance programme, including file reviews, identifying lessons learned and turning into actionable outcomes. lead the implementation of firm wide projects within department, ensuring improvements are delivered consistently and tailoring where necessary. Skills set The successful candidate is likely to be in an existing operational management / delivery role ideally in a professional services environment and will be able to demonstrate proven experience of: building excellent relationships with colleagues, internal stakeholders and clients; delivering process improvement and operational efficiencies; project management, including the ability to juggle multiple priorities; and financial management and reporting. Capsticks is an inclusive employer At Capsticks we value diversity and are committed to creating an inclusive and supportive working environment where everyone is able to be themselves and reach their full potential. Capsticks is committed to providing equal opportunities for all and therefore we welcome the unique contributions that you can bring in terms of your education, background, culture, ethnicity, race, nationality, sex, sexual orientation, gender identity, age, disability, neurodiversity, religion and beliefs. We will make reasonable adjustments to our application and interview process to ensure that you have the best chance of success. We understand that there's not a "one size fits all" approach to adjustments so our team will work with you individually to understand more about your requirements. If you have any questions please contact our Recruitment team on: (Careerscapsticks.com).