Operations Manager

Job Title: Operations Manager (Serious Injury)

Level: Manager

Reports to: Director of Legal Services Operations

Purpose of Role

A member of the leadership team, the operations manager will be responsible for the driving operational excellence, effective leadership and management of the Serious Injury operations including onboarding, colleague engagement, customer service, MI & Data reporting, resource planning and people performance & routines.

This role is accountable for achieving agreed KPIs, embedding continuous improvement, and ensuring compliance with regulatory and technical standards. Success will be defined by consistent delivery of performance targets and demonstrable impact on business outcomes.

Key Accountabilities

Leadership & Management of Serious Injury Operations

• Lead & motivate all colleagues through Team Leaders to achieve performance targets, high engagement and excellent customer service.
• Create a culture of continuous improvement and high levels of colleague engagement who contribute to the overall operational plan
• Motivate and lead the team, through the Team Leader community being accountable for oversight and management of all performance metrics across your direct reporting line
• Anticipate operational risks and issues establishing plans to mitigate negative impacts on case progression, customer service, regulatory compliance and technical quality
• Lead the ongoing analysis of process performance and design of new process initiatives to enhance service, efficiency and financial performance. Support strategic change programmes to deliver new solutions.
• Own & manage the documentation of all agreed operational processes ensuring regular checks and balances against agreed practices and ensuring actions in place to resolve adherence gaps.

Operational Planning, Resource Management & Performance Reporting

• Accountable for resource planning for Serious Injury including full visibility of recruitment, attrition and talent moves across all areas. To also includes resource planning and productivity performance
• Responsible for all operational performance including monitoring and analysis of case progression, productivity, cash income & client service excellence
• Coordinate and support the Serious Injury Operational Plan to ensure delivery of all agreed activity and initiatives including systems, process, people, customer, trading tactics, business projects and key client requirements.

Colleague Capability & Talent Development

• Build a high-performing, engaged team through coaching, mentoring, and development plans.
• Responsible for maintenance and development of the skills and talent frameworks across Serious Injury to ensure consistent pipeline of colleagues available to fill vacancies as required.
• Identify key talent and develop individual plans to accelerate capability within the department as well as into others areas of 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.

• Acceptance Rates / Conversion of new recommendations.
• Case Progression
• Cash Flow and cycle times
• Financial & Trading Performance
• Recruitment & Attrition Rates
• NPS / Customer Satisfaction / Trust Pilot and other service relating metrics.
• Colleague Engagement Rates
• More will follow as role grows.

Person Profile

A results-driven leader with proven ability to deliver operational performance in a fast-paced, high-performing environment. A person who is personally motivated by creating team capability and harnessing business values and purpose to generate an environment of high performance and contemporary learning.

• Demonstrates accountability for measurable outcomes
• Drives success through people management, process excellence, commercial and risk management
• Strong analytical and problem-solving skills with a focus on data-driven decisions
• Inspires and motivates teams to achieve ambitious targets
• Pragmatic and decisive, balancing strategic vision with operational detail
• Ability to translate strategic objectives into measurable operational plans
• Skilled in performance management techniques and coaching for results
• Expertise in resource planning and risk mitigation
• Track record of driving continuous improvement and efficiency gains
• Acts with drive, pace and passion and able to work in a fast moving environment
• Able to make informed and timely decisions showing responsibility for outcomes whether positive or negative
• Emotional Intelligence by understanding their own emotions, as well as empathising with others and maintaining a positive work environment
• Demonstrate consideration of our company values in day to day decision making.
• Be a cultural ambassador by displaying our values and behaviours in every aspect of the work they do.
• Willing to explore and embrace new technologies which can support the business and our clients into alternative ways of managing their claims

Essential

• Previous experience of leading an operation 150FTE plus which included resource planning, recruitment, managing performance & productivity, ideally in a professional services environment.
• IT skills – including Microsoft Word; Microsoft Teams; PowerPoint & Excel. Any experience of Power BI or similar data tools would be useful.
• Strong capability in managing and making decisions in allHR processes
• Financial acumen to understand and manage budgets and P & L
• Experienced in the use and interpretation of MI and data and able to present to executive level as and when required.

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 Minster Law.

Equal Opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.