Contract Operations Manager
Introduction
We are looking for an Interim Operations Manager. The role will require some office attendance will be required so easily commutable distance to Bristol is essential. Experience in Legal Services would be beneficial.
This will be working on a day rate basis via Umbrella company although there are opportunities for this role to lead more permanent opportunities.
Your Role
As Operations Manager, your day to day remit includes:
- Weekly meeting with Team Managers/Team Leads
- Day to day management of client services team
- Drive performance of supervisors and their teams
- Deal with disciplinary issues
- Deal with escalated or complex queries that supervisors are unable to resolve
- Ensure adherence to the SLAs
- Responsibility for managing holidays and sickness
- Responsibility to ensure correct staffing levels are in place and to undertake recruitment activity to address shortfalls
- Legal advice/dealing with client issues
- Initiatives to improve performance and quality( to include system improvements and developments to drive efficiency)
- Finance - managing debt disbursements and client account balances
- Supervise the work levels and workflow to ensure the team delivers an effective service to the client.
- Ensure quality of work is maintained to the highest standards and the team is working to best practice and adopting recognised risk management procedures.
- Monitor performance against objectives and communicate progress.
- Motivate team members through delegation of challenging tasks, recognising individual contribution, giving feedback and welcoming suggestions from team members.
- To assist with the checking of the accuracy of files complete sign offs as required.
- To ensure any cases where there is reason to believe that it may lead to a formal complaint or claim are appropriately escalated,
- To carry out sampling reviews to include customer journey audits
- Working on strategic projects as and when required
- Provision of and interpretation of MI
- Identify and manage areas of risk
- Building and maintaining client relationships
Your Skills and Experience
As a given, experience of managing an operation at team level excelling in the areas relating to people and work management- Demonstrates drive, able to manage a large workload with varying tasks
- Self-starter and able to motivate others, creating a 'can do' environment
- Risk aware
- Commercial acumen
- Can review processes and suggest more efficient ways of working
- Energetic with a positive attitude which becomes infectious within the team
- Committed to the role
- Flexible to ensure they can deliver in the role
- Able to take on a development project and deliver to tight timescales
- Is able to create positive client relationships at their level
- Willing to travel
About TLT
Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.
We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023.This marks the third year in a row the firm has taken away this accolade in industry awards - having previously been named Law Firm of the Year at The Lawyer Awards in 2021 and the British Legal Awards in 2022.
Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.
TLT