We are recruiting for an Operations Manager to support the Head of Operations in our Managed Legal Services (MLS) team in Bristol.

The Operations Manager will be the central lead and coordinator for the daily task acceptance, triage and allocation within MLS as well as supporting the senior management team to establish repeatable and appropriate processes for scheduling and planning Managed Legal Services resource. The role will manage the development and maintenance of the MLS resource plan, underpinning the committed deliveries/outputs from projects and programmes delivered by MLS and as required by TLT.

Your Role

As Operations Manager, your day to day remit includes:

  • Providing resource utilisation and forecasting against capacity, suggesting or facilitating actions to balance supply and demand as required to ensure resource is available on various projects or programmes undertaken by MLS.
  • Ensuring work is allocated appropriately, fairly and efficiently.
  • Forward planning to ensure resources are made available in time for project mobilisation as required.
  • Ensuring all key resourcing risks are made visible and are managed effectively.
  • Establishing and operate governance to make decisions on resource allocation including prioritisation and project timing.
  • Working with data, systems and technologies to drive strategic workforce decision making, to produce accurate and commercially focused Management Information for MLS; identifying trends, opportunities, risks, and business forecasting e.g. chargeable hours, utilisation and headcount against budget and driving actions and behaviours accordingly.
  • Working with MLS Team Leads to manage, monitor and report on chargeable hours figures, timesheet entries and other relevant data used in utilisation by individual / grade / team.
  • Developing MLS Workforce Planning best practice and take an active role in building our own inhouse capabilities through training / coaching, developing intellectual capital, developing methods and tools.
  • Working with HR & Recruitment to effectively identify and share resources across MLS, wider firm and interim staff– maximizing all TLT resource pools to ensure the right person is selected for each opportunity.
  • Supporting the joiner/leaver/returner process, supporting work reallocation and onboarding.
  • Developing strong working relationships with a variety of key senior stakeholders as required to build confidence and credibility to assist in resourcing for new projects.
  • Assisting the Head of Operations with creation of defined processes and procedures, development and implementation of new IT systems to drive efficiency, data visibility and growth of MLS as required.


Your Skills and Experience

  • Strong leadership and people management skills.
  • Creative and adaptable problem solver comfortable with a fast paced and open scope challenges.
  • Flexibility and comfort in a rapidly changing environment with shifting priorities.
  • Ability to  manage uncertainty and work with incomplete information.
  • Experience in supporting and delivering change within an organisation.
  • Experience operating in an environment where formal programme governance and controls are required.
  • Experience of strategic or operational workforce planning for a major organisation and/ or consulting experience in delivering solutions for clients (Professional Services environment preferred)
  • Experience of workforce / resource planning for complex programmes or portfolios, including large matrix, fast paced and ambiguous environments.
  • Experience of using an enterprise project management tool such as ServiceNow or similar.
  • Ability to multitask on a variety of resource management projects at any one time.
  • Ability to work under pressure and to tight requirement deadlines.
  • Expert understanding of tools and techniques to develop and articulate a resource plan supporting a multi-million pound portfolio in the presence of complex dependencies and resource constraints.
  • Highly structured approach to aggregate the resource demand across multiple projects, with strong data analysis and presentation skills to draw conclusions and make suggestions to balance resource supply and demand.
  • Excellent communication skills to articulate information verbally, visually and in writing in a clear, concise fashion so that the key message is understood.
  • The ability to identify business problems and solutions relevant to the requirement.
  • Great stakeholder management and able to flex style for different audiences.
  • Good organisational skills to manage competing priorities.


Your Team

TLT identified the creation of the Managed Legal Service team as a critical element of the firm’s strategy. Managed Legal Services is a rapidly growing team that provides a range of services and legal resources supporting all business groups across the firm. MLS sits firmly at the centre of the TLT future way of working and will enable the firm to:  

  • Meet client expectations relating to our operational expertise and capabilities.
  • Enable us to improve our competitiveness and the value offered to our clients.
  • Diversify our product offerings; increasing our responsiveness to future opportunities and helping us to win more work.
  • Enable us to maximise efficiencies in our business, building on the successes and experience in each group.
  • More systematically resource & be able to handle peaks in demand. 


About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,200 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2021 we were named The Lawyer’s Law Firm of the Year, recognising our incredible success story.

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.


Our Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people.

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLTsolicitors.com

Business professionals
Market Rate, Competitive
Published Date
Friday 30 September 2022
Closing Date
Tuesday 7 February 2023
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