Operations Manager

4 weeks ago


Sheffield, Sheffield, United Kingdom Irwin Mitchell Full time

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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