Process Improvements Manager

We're a national law firm with a local reach. Our legal experts are here for you. Whether it's personal or business, we understand that everyone's situation is different. But we're more than just a law firm – we're a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.

We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

The successful candidate will play a pivotal role in enhancing the operational efficiency and client experience within the Client Experience and Operations Department. Reporting to the Head of Insight and Experience, this position will focus on identifying and implementing strategic improvements across various operational processes. This role will be office based 2 days a week and will include travel.

We are seeking a dynamic strategic Operational Improvement Manager to join our team and drive transformative change across our operations.

Key Responsibilities:

Strategic Process Improvement:

• Conduct comprehensive reviews of existing operational processes to identify inefficiencies and areas for enhancement.
• Develop and implement a strategic plan for process improvement, incorporating industry best practices and innovative approaches.

Project Leadership and Management:

• Lead cross-departmental projects to streamline operations, reduce costs, and improve service delivery.
• Utilize project management tools and methodologies to ensure timely and successful execution of improvement initiatives.
• Establish clear metrics and KPIs to measure the impact of implemented changes on operational performance and client satisfaction.

Collaboration and Stakeholder Engagement:

• Engage with stakeholders across the organization to gather input and build consensus on process changes.
• Facilitate workshops and training sessions to educate staff on new procedures and systems.
• Act as a liaison between the Client Experience and Operations Department and other departments to ensure cohesive operational strategies.

Change Management:

• Oversee the change management process, ensuring that all team members are informed and prepared for process changes.
• Address any resistance to change by providing support and clear communication regarding the benefits of new processes.
• Monitor the adoption of new procedures and make adjustments as necessary to ensure smooth transitions.
• Proven experience in operational management and process optimization.
• Strong project management skills with the ability to lead and motivate teams.
• Proficiency in data analysis and performance metrics.
• Familiarity with Lean Six Sigma or other continuous improvement methodologies.
• Experience with CRM systems and process automation tools
• Excellent communication and leadership skills.
• Ability to work collaboratively with stakeholders at all levels.
• Strong problem-solving and decision-making abilities.
• 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported.  This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024

Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

As part of the Irwin Mitchell Group's on-boarding process all successful applicants are required to complete the group's employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks ­with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.