Operations Manager
4 weeks ago
About This Role
The Support Services Team Leader will be responsible for the day-to-day management of the PAs supporting our client-facing teams and clients within Private Client Services.
This includes the development and maintenance of appropriate processes to improve service levels and cost-effectiveness.
The successful candidate will supervise, coordinate, and lead the activities of the support functions, with a focus on continual performance improvement throughout the office.
Key Responsibilities
- Lead the support team to ensure housekeeping is up to date and deadlines are met.
- Conduct 1:1s with team members, manage the wellbeing, attendance, performance, and engagement of the team.
- Conduct formal half and end-of-year reviews for colleagues, allocating appropriate performance gradings.
- Liaise with HR to manage any formal issues.
- Share best practice across teams nationally, where appropriate, to continuously improve the quality of chargeable and non-chargeable administrative support.
- Operate locally as a change champion to support the development and roll-out of new support initiatives and operational processes.
- Ensure the quality and timeliness of work completed, achieving or exceeding SLAs/client commitments.
- Continually review and improve the way work flows through the office, including systems and procedures.
- Review and prioritise the office workload, supporting central teams, partners, and fee earners to redistribute when required, ensuring high levels of service are achieved.
- Manage all aspects of administration, including word processing and telephone duties.
- Review and monitor individual employee performance, providing or arranging training and/or coaching when required, to ensure acceptable performance levels are achieved.
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