By continuously identifying opportunities for innovation and consolidation in common operational practices, this role aims to reduce costs and enhance service quality, thereby improving the reliability of services provided to clients.

Leadership

• Creating and executing the strategy to ensure exceptional results are achieved by the client funding, document production and client complaints resolution teams.
• Develop and lead the centralisation strategy for future activities across the LLP and Group, ensuring alignment with brand standards.
• Lead and motivate teams to foster an engaged workforce. Oversee recruitment, training, induction, and coaching and mentoring strategies.

Facilitate the Delivery of High-Volume, Transactional Services

• Support client-facing teams and provide essential support to the wider Client Operations function.
• Streamline the production of client documentation to improve lead times and standardise outputs, enhancing accuracy and freeing up legals teams time.

Ensure the IM Group Effectively Resolves Client Complaints

• Support client-facing teams to resolve complaints in line with our regulatory obligations and improve the client experience.
• Instil a continuous learning mind-set to support the IM Group to make improvements based on the client complaints insights.
• Work closely with the Client Insights and Experience team to act upon learnings from client complaints and to identify where other forms of client feedback could be deemed as a complaint from a regulatory perspective.

Identify and Consolidate Operational Efforts

• Identify opportunities to consolidate operational efforts and establish new capabilities to support delivery.
• Enhance service quality and provide consistent support across the function.
• Continuously evaluate service centre processes, tools, and approaches.
• Implement strategies to optimise operational productivity and elevate quality standards including leading on the technology transformation for these processes.

Centralise Client Processes

• Centralise further applicable client processes where appropriate.
• Ensure adherence to policies and timelines to enable service reliability and foster client trust.

Work seamlessly with the Client Operations and Support Services team.

• Simplify processes, enhance communication, and leverage synergies to streamline support for client-facing teams across the client journey.

Cross-Functional Collaboration for Process Improvements

• Collaborate cross-functionally to identify and implement process improvements.
• Leverage relevant data and lessons learned to guide decision making and better align with the Group’s objectives.

Establish and Monitor Performance Metrics

• Establish and monitor performance metrics to track service delivery effectiveness.
• Identify areas for improvement and provide actionable insights to enhance performance and reduce the cost to serve.

Continuous Improvement

• Foster a culture of continuous improvement and excellence across the service centre team.
• Ensure the right capabilities exist to deliver the volume and nature of work within the service centre.

Stakeholder Management:

• Work alongside key stakeholder, listening and responding to feedback and implementing new opportunities to enhance colleague feedback.

• Experienced in driving strategic change initiatives within Central Client Services.
• Advanced proficiency in Microsoft Office Suite, M365 tools and associated applications for document creation.
• Experience in managing complaints resolution processes.
• Experience in leading a central shared service style function.
• Proven ability to plan and optimise operational processes for maximum efficiency and productivity.
• Ability to streamline and implement new structures to support rapidly changing business demands.
• Ability to analyse data and document production metrics.
• Strong working knowledge of industry regulations and legislative guidelines.
• Strong interpersonal and relationship-building skills, with the ability to communicate effectively, collaborate and influence at all levels.
• Exceptional problem-solving and decision-making abilities, with a proactive and solutions-oriented approach.
• Resilience and the ability to thrive in a demanding and fast-paced environment.
• Collaborative mindset, with a focus on fostering teamwork and collaboration across the business unit and wider Group.
• Excellent leadership and people management skills, with the ability to inspire and motivate others.
• Ability to work under pressure in a fast-paced environment, managing multiple priorities and deadlines.
• Experience within the legal sector is desirable.