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Head of Operations

Job Introduction

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.

Our collaborative, supportive and open-minded environment is the ideal place to progress your career. We work with high profile clients in innovative sectors, and we’ll help you embrace opportunities to keep learning as we grow our firm.

It's never been a better time to join TLT - we've been named Law Firm of the Year at the Lawyer Awards 2021 and Top 4 UK Firm by Roll on Friday. TLT is for what comes next for our clients and our people.

We don’t stand still. Our clients keep moving forward to seize the opportunities and address the challenges of the modern world and so do we. We challenge convention and think creatively about how we can help make their businesses better. 

This proactive approach has powered our success with clients, and it is all down to our people. Ambitious, talented individuals help us go even further to question the norm and explore different ways of doing things.

Our future, your future

Our open and collaborative culture makes life at TLT enjoyable and rewarding. We are genuinely supportive of each other, you can approach anyone for a conversation. And you’ll be recognised for your individual work as well as your contribution to the team.

Role Responsibility

We are recruiting for a strategic operational leader to join our Advanced Delivery Centre (ADC), as Head of Operations. The role could be based from any one of our UK locations with the ability to regularly travel to other sites. The successful candidate will:

  • Be accountable for the growth and management of the operations function across ADC and multiple work streams
  • Have line management responsibility of up to 8 direct reports
  • Act as the ADC technical specialist dealing with escalated or complex queries that supervisors are unable to resolve
  • Engage / influence Partners and senior stakeholders in the overall understanding of ADC activities, development and strategic client management of work streams across all work types
  • Be the face of Client relationships and responsible for management and liaison where required
  • Support Partners in client bids from initial proposals and pitches to developing strategy to fulfil client expectations and client onboarding
  • Work with Head of ADC, Partners, external senior stakeholders on strategic projects as and when required
  • Provide initiatives to improve performance and quality – driving the continuous improvement program for each client and each work type
  • Drive team performance and is accountable for the adherence to the SLAs
  • Have operational responsibility for the Workflow and Resource Management team across all work types and jurisdictions
  • Provide cover for the Head of ADC when absent due to training, holidays, sickness
  • Deal with client issues, identifying causes and implementing improvements
  • Provide day to day financial reporting and monitoring
  • 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.
  • Carry out sampling reviews to include customer journey audits
  • Provide provision of and interpretation of operational MI
  • Identify and manage areas of risk
  • Develop employees to enable promotion, create variety and skills development (through a skills matrix)

The Ideal Candidate

Our employees are talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. You will be able to demonstrate a similar supportive, flexible and driven ethos and will have accumulated the following experience and skills:

  • Be strategic operational leader with c. 8-10 years proven experience in a similar central service driven/professional services environment
  • Have a deep understanding of key philosophies to develop operational processes that achieve operational excellent within the ADC
  • Be a systematic problem solver
  • Have strong data analytics skills
  • Be experienced in and have the ability of developing a high performing team

TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and as a Disability Confident Employer, we are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on HR-Recruitment@TLTsolicitors.com .

 

 

Package Description

We value our employees highly and we want you to feel valued. You will receive a competitive basic salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

About the Firm

We’re an ambitious UK law firm built around the needs of our high profile clients. With over 1000 employees and 100 partners across our six UK offices, we’ve grown considerably in the last three years – and so have our revenues. Open-minded? Definitively. Forward-focused? Absolutely. An energetic firm with an entrepreneurial, collaborative culture, we’re always looking to recruit highly talented individuals with the drive to succeed. So if you’re dynamic, determined and looking for a firm where you can develop your skills, join us and we’ll give you everything you need to thrive.

TLT LLP

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