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Operations Manager – Workforce Planning, Manchester
Client:
Peninsula Business Services
Location:
Manchester, United Kingdom
Job Category:
Logistics
EU work permit required: Yes
Job Reference:
23b5ad269285
Job Views:
9
Posted:
28.04.2025
Expiry Date:
12.06.2025
Job Description:
Job Overview
This role requires someone with analytical and problem-solving skills, as well as being highly organised, to enhance the operational impact of the department, improving efficiency and the employee and client experience. Leading the Workforce Planning Team of administrative colleagues responsible for processing new engagements, this role is key in planning, scoping, and executing projects that impact operational efficiency and service quality. Responsibilities also include updating and closing files, ensuring data accuracy.
Day-to-Day Responsibilities
1. Identify opportunities for improvement across the department and lead projects from start to finish, liaising with the Tribunal Navigator Manager and Head of Litigation.
2. Suggest enhancements to current operational processes.
3. Collaborate with BI and development teams on system transitions, embedding improvements, and maintaining operations.
4. Identify operational gaps and suggest improvements, executing projects with high quality and providing updates to stakeholders.
5. Build and maintain a motivated team, providing leadership and support.
6. Establish daily measurements of team performance, identify training needs, and areas for improvement.
7. Monitor live tasks, take measures when necessary, and communicate with management to protect SLAs.
8. Manage case processes, monitor sources for incoming cases, and ensure prompt, accurate logging.
9. Maintain accurate caseload and staff availability records, updating reports and calendars.
10. Allocate new cases appropriately based on availability and assessment.
11. Ensure timely case handling and develop strategies to minimize re-allocations.
12. Liaise with Consultants and Clients to meet logistical requirements.
13. Take responsibility for quality control in case handling and develop/improve quality systems.
14. Develop strategies and systems to improve case handling efficiency in consultation with senior management.
15. Provide training to staff and support induction processes.
16. Assist in delivering MI reports on performance indicators and resource concerns.
17. Support team roles during workload fluctuations.
18. Perform other tasks as assigned by management.
What you Bring to the Team
* Experience in delivering high-quality project work.
* Strong skills in MS Office and BI reporting.
* A positive, motivating attitude to support team performance.
* Ability to work in a fast-paced, adaptable environment.
* Excellent time management and multitasking skills.
* Highly organized and pragmatic problem-solver.
Why Join our Team?
This is a fantastic, multi-award-winning workplace for those passionate about employment law and leadership. The office environment is fast-paced and dynamic, and the management team is committed to building a positive team and client experience aligned with business goals. If you are ambitious, focused, and eager to lead in employment law, there are unlimited opportunities for growth at Peninsula.
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