Senior Operations Manager
Location: Flexible Location however, regular weekly travel to the Southport/Liverpool office is required. Working pattern: Initial period in the office for training, followed by hybrid working 2 days a week in the office.
Fletchers Solicitors Ltd have a fantastic opportunity to join our Team! We are seeking an experienced and forward-thinking leader to run our Onboarding and Contact Centre operation, with a focus on both PI and CN customer journeys. This role is pivotal in ensuring we deliver exceptional client experiences while driving efficiency, innovation, and operational excellence. The successful candidate will shape strategy, lead transformation, and foster a culture of high performance and customer-centricity.
In Return Fletchers Can Offer
* Competitive salary
* 35 hours working week
* Bonus scheme (subject to targets being met)
* 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
* Pension scheme with tax-efficient salary sacrifice option
* Life Assurance Policy
* Medicash policy to cover some Dental, optical and other medical expenses
* Enhanced company sick pay
* Enhanced Maternity, Paternity and IVF schemes
* Flexible, agile working environment with a positive work-life balance
* Varied calendar of funded company social events
* Monthly voucher awards
Main Responsibilities
* Operational Leadership Lead both PI and CN Onboarding functions, working collaboratively with cross-functional teams to achieve agreed KPIs and service outcomes.
* Performance Excellence Ensure consistent delivery of KPIs including service levels, first-call resolution, customer satisfaction, and team productivity.
* Transformation & Innovation Drive strategic change initiatives such as process redesign, technology adoption, and cultural programmes to modernise and optimise the operation.
* People Leadership Foster a high-performance, customer-first culture, ensuring employee engagement, development, and wellbeing remain at the forefront. Lead, coach, and mentor the Onboarding Manager to deliver strong team performance.
* Financial Accountability Oversee budget management, forecasting, and P&L accountability, ensuring cost-effective delivery of service without compromising on quality.
* Executive Support Provide support to the Managing Director of MLS in overseeing team management and act as a trusted partner to senior leaders across the business.
* Stakeholder Collaboration Work with senior stakeholders to align Onboarding and Contact Centre operations with wider business strategy and objectives.
* Continuous Improvement Champion operational excellence by identifying opportunities to streamline processes, enhance the customer journey, and improve efficiency.
* Governance & Compliance Ensure the department operates in full compliance with GDPR, regulatory standards, and company policies, upholding Fletchers values in all activities.
Essential Qualifications, Skills And Experience
* Proven track record in leading large-scale contact centre or onboarding operations within a customer-focused environment.
* Strong knowledge of KPIs, workforce management, and operational performance improvement.
* Experience delivering transformation programmes, including new technology and process change.
* Exceptional leadership skills, with the ability to inspire, coach, and develop teams.
* Strong commercial acumen, with experience managing budgets and delivering P&L accountability.
* Excellent stakeholder management and influencing skills at senior level.
* Knowledge of compliance, GDPR, and regulatory requirements within a customer service environment.
* Call Centre experience or customer facing experience.
* A willingness to learn and develop.
* Excellent verbal, written communication, and telephone skills.
* Exceptional attention to detail
* Team player
* Microsoft Office
* Exceptional customer service skills
Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same.
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