OVERVIEW

This role is responsible for working with fee earners to deliver support services aligned to their specific needs. You will take responsibility for client care, management of your direct reports and will ensure that you continue to innovate our support offering where needed. You will ensure that your line reports are managed well, coaching and developing in line with our review processes. You will act as a point of escalation for the Fee Earners to troubleshoot or find solutions to problems impacting external client care. You will also take responsibility working with other managers to deliver aspects of support services department plan.
You will be based in either our Birmingham, Cambridge or Milton Keynes office, supporting a range of fee-earners and business support team specialists covering the Midlands region.

YOUR EXPERIENCE:

• Experienced manager with at least 3+ years in a similar role, ideally with a background in supporting fee earners.
• Strong people manager able to enthuse and motivate a team.
• Excellent leadership skills.
• Solid understanding of setting SMART objectives.
• Creative problem-solver, able to find solutions to challenging situations.
• Experience in proactively identifying and delivering opportunities for continuous improvement.
• Skilled at managing senior stakeholders effectively.
• Technologically proficient, with strong working knowledge of Microsoft applications, including Teams, SharePoint, and Copilot.
• Assertive, resilient, and positive in approach.
• Solution-oriented with a willingness to own and resolve issues.
• Able to perform effectively under pressure and prioritise workload efficiently.
• Demonstrated organisational abilities, managing multiple team members and stakeholders.
• Flexible and adaptable to change, supporting the implementation and adoption of new systems or processes.

• Lead and develop a high-performing, diverse team by coaching, mentoring, and setting SMART objectives, while promoting Hollis values and fostering an inclusive culture.
• Collaborate with other department managers to allocate resources effectively, conduct capacity planning, and ensure delivery in line with agreed KPIs and SLAs.
• Champion efficiency and continuous improvement, standardising processes and encouraging training, knowledge-sharing, and collaboration across the team.
• Contribute to the business support plan and take ownership of assigned areas, supporting the Head of Department and Head of Operations.
• Monitor and manage the department budget, making informed decisions about team finances and resources.
• Identify and implement opportunities for new systems or ways of working, ensuring clear communication, training, and smooth transitions.
• Act as an ambassador for the department, promoting the team’s value to the wider firm and managing key stakeholder relationships to meet client expectations.
• Support other managers and Senior Management with projects, new initiatives, and business support activities, acting as a champion for change and deputising as required.
• Ensure compliance with department governance, maintaining up-to-date training and adherence to risk management protocols, and contributing to the risk register.
• Provide regular performance updates and reports to the Head of Operations, tracking delivery against SLAs and KPIs.
• Stay informed of industry developments and share relevant insights with the wider team to support ongoing improvement.
• Work with the wider management team to lead the department in the absence of Senior Management, ensuring business continuity.