Operations Manager

4 weeks ago

Wimbledon, United Kingdom Aimee Willow Connex Full time

**Your Role**

The Operations Manager is responsible for the most important part of our business; the Operations team, who communicate with our customers, solicitors and other third parties daily. They will need to have a proven track record of collaborating well withpeople and being able to manage an effective Operations team. They will also be able to deal with change to the priority of BAU activities and adapt to the ongoing needs of the business.

A successful Operations Manager will be able to build strong working relationships with the team and senior management. Reporting into the Head of Operations, they will work together to monitor the wellbeing and performance of the team to ensure they areperforming to the required level. They will be able to identify the key areas where the team requires support and be able to deliver tailored coaching and training.

**Your Responsibilities**

Team Management
- Responsible for the delivery of the Operations team to be tracked by key quality metrics reported to Senior Management.
- Identify individuals within the team who require tailored coaching and training and deliver this with support from the Learning & Development team.

Stakeholder Management
- Build strong working relationships with their Direct Reports and Head of Operations to be able to effectively manage the Operations team.
- Work well with wider teams who will support the delivery of training, governance and business change activities within the Operations area.
- Be able to build rapport with senior company stakeholders.

Management Reporting
- Responsible for producing and inputting into reporting and MI for various Governance Forums.
- Own the quality and productivity metrics for their team and report these to Senior Management, including plans to improve metrics that fall below expectations.

People
- Empower, nurture and engage team members in an inclusive culture through coaching, mentoring and team-development in order to increase the performance of the individual and the team.
- Work with the HR Business Partner to ensure that an effective performance review is put in place, including setting objectives, personal development planning and performance standards with all direct reports.
- Provide regular constructive feedback to direct reports and encourage employees to take proactive responsibility for their own personal development.
- Work with the Talent Acquisition Business Partner to promote a fair and inclusive recruitment process and employ high calibre and diverse employees, including overseeing new employee onboarding.
- Ensure effective management of HR employee relation matters with the help of the HR Business Partners.
- Actively provide oversight and direction to employees in accordance with company policies, procedures, standards and SLAs
- Ensure that team members complete online training when required and are kept abreast of any internal communications.

Risk & Compliance
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

**Person Specification**
- Essential_
- Experience managing and developing high performing operations teams, including managing inbound and outbound client communication.
- Proven people management skills, able to coach and train team members.
- Proactive leadership and team management skills.
- Comfort with change and a degree of ambiguity.
- Experienced time management, prioritisation and organisation skills.
- Strong relationship building skills at all organisational levels.
- Excellent verbal and written communication skills.
- Strong stakeholder management skills with the ability to manage conflict.
- Advanced IT skills - Microsoft Office including Excel, PowerPoint and Word.
- Desirable_
- Experience in Law, Financial Services or Litigation Finance.
- Excellent facilitation, collaboration and presentation skills.

**Skills**:
Hard Skills - Microsoft Office (Excel, Word and Outlook)

Soft Skills - Leadership, Communication, Adaptability, Teamwork, Customer focus

**Qualification**:
Education - University Degree level or equivalent

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