KEY ACCOUNTABILITIES

• Lead a team of colleagues, through our 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.
• To fully manage the recruitment process to ensure headcount requirements meet case count requirements to ensure there is no impact to the performance of the team
• Motivate and lead the team ensuring clear objectives are in place, performance issues actively managed and development plans 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.
• To undertake any other tasks as deemed relevant and reasonable by the business.

MANAGEMENT SKILLS

• Ability to drive Minster Law’s strategic objectives
• Proven ability to drive team performance in a fast moving, high volume environment.
• 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 creation of a self-managed team environment.
• Demonstrate consideration of our company values in day to day decision making.

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.
This role also forms part of the wider Minster Law’s Leadership Team.