TLT is seeking a Contract Team Operations Manager to join the Retail Mortgage Services (RMS) Team on an initial 3-month contract. This role will be based in our Bristol office, with regular office attendance required, and will be engaged on a day-rate basis via an Umbrella Company.
If you have experience in team operations, workflow management, stakeholder engagement, and driving operational efficiency within a professional services environment, we would be keen to hear from you.
Your Role
- To manage all paralegals effectively and ensure that they reach and maintain competence to perform their roles and responsibilities.
- To manage the day-to-day operation of the team ensuring delivery to clients within SLA
- To manage resources effectively within team
- To manage performance and development of members of the team.
- To deliver for clients in respect of the work within operational team and deal with client queries relating to the team as and when required. Some client contact may be required.
Responsibilities
Team leadership
- Assign tasks and delegate work to team
- Monitor employee performance and provide feedback
- Conduct performance evaluations and appraisals
- Motivate and coach team creating goals at both levels
- Address employee concerns and resolve issues
- Maintain a culture of positive behaviour and role modelling
Operational management
- Ensure daily ops run smoothly and meet required standards
- Monitor productivity and efficiency of team members
- Create and maintain work schedules
- Track KPI and report to SOM
- Ensuring teams comply with regulatory and industry frameworks, policies and procedures.
Recruitment/training & competence
- Hiring new employees
- Onboard them alongside the training team
- Work with the training team to develop and maintain competence of colleagues
- Identify needs of colleagues and feedback to the training function for support
- Regularly conduct review and supervision of individuals work in accordance with the agreed QC parameters for team members/direct reports.
Problem solving
- Identify and address day to day operational issues
- Analyse problems, develop solutions and corrective action
- Escalate complex issues to SOM
Wider responsibilities
- Ensure operational input to support delivery of strategic delivery division
- Play an active role in continuous improvement and change within relevant team and support Senior management team in that respect.
- Play an active role in line led by SOM to develop the operational, team management processes.
- Support operational change initiatives to improve processes and systems.
- Support in the absence of other FLM within line led by SOM.
Your Skills and Experience
- Team leadership
- Problem Solving
- Operational team management
- Performance management
- Proven management skills and experience in leading case-driven and target-focused teams, maintaining engagement, accountability and consistent performance.
- Strong operational management capability, including managing SLAs, monitoring daily controls and taking timely corrective action to ensure service levels and client commitments are met.
- Ability to prioritise and balance a wide range of client requirements, service variations and competing operational demands while maintaining quality and delivery standards.
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.
With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. Over the last few years TLT’s successful growth, delivery of high-quality work and support for colleagues has been consistently recognised by The Times and at the Legal Business, The Lawyer and British Legal Awards.
Our ambition is to create opportunities for what comes next for our clients, recognised as their 1st tier adviser and being valued for our values. We do this in our unique way by creating social value and a dynamic environment where our people are curious, creative and ambitious for their success.
In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute to the success of TLT.
