Overview
The delivery of high end legal services is becoming more complex and sophisticated. This role will be in our London office and will be responsible for managing support within their respective teams, aligned to practice groups and business services support teams (Practice Support Executives ("PSE"), Administration, Document Production) ensuring support is provided at the highest level. There will also be an element of PSE involvement and support within their teams, which will assist with oversight and understanding of the role and support delivered by the PSEs. This role sits within the Practice Support Office ("PSO") and reports to the Head of Practice Support.
Responsibilities
* Responsible for the PSE support delivery within their practice group, aligned to the PSO model
* Ensure fee earner support needs are met and support delivery meets high performing standards
* Work with the Head of Practice Support to develop and implement new initiatives across their teams
* Meet with the Head of Practice Support regularly to receive/provide updates, discuss employee relations matters and work to optimise outcomes across teams
* Use data to understand support/resource/recruitment needs and evolve the team to support strategic direction
* Be proactive in piloting new technology initiatives and ways of working; engage PSO teams for pilots before rollout
* Maintain a forward-thinking mindset and act as a subject matter expert in their areas of responsibility
* Collaborate with Practice Group and legal Team Leaders to gain partner and associate participation in business development initiatives
Team management and development
* Submit recruitment requests with guidance from the Head of Practice Support; lead the recruitment process for new support joiners
* Encourage the use of BigHand and BigHand reporting for insights and improvements, including ensuring work is delegated and undertaken correctly
* Share and promote best practices to maintain consistently high quality standards
* Ensure the team attends relevant training and applies new information to develop capabilities
* Maintain ongoing communication on expectations of support with PSEs and fee earners
* Collaborate with other Practice Support Managers to deliver a high level of consistent service across teams
* Lead performance reviews and mid-year roadmaps; gather feedback, set SMART objectives with direct reports, and monitor progress
* Identify skill gaps and training needs; source effective training/resources with a focus on evolving the support provided to fee earners
* Address capability issues/employee relations matters/return-to-work discussions with relevant stakeholders
* Work with other Business Services teams to implement new initiatives/processes
* Provide PSE support within their teams when needed
* Demonstrate strong knowledge of the PSE role
General approach
* Ensure technical skills and knowledge meet team requirements; act as a go-to source for knowledge within the practice
* Lead and maintain a professional, motivated support team delivering high quality service to fee earners/clients
* Develop strong communication with fee earners to ensure optimum delivery of support
* Establish rapport and trust with the support team, fee earners, partners, and the wider firm
* Exercise confidentiality, discretion, and personal sensitivity in all aspects of the role
* Build collaborative relationships with support teams and wider business, acting in the business interests
* Upskill teams through regular training and knowledge sharing
* Respond to employee needs with developmental feedback in real time
* Maintain flexibility to work office and remote locations while delivering high standards of service
* Value diversity, equity and inclusion and support related policies
* Proven experience of line management, strong adaptive leadership, and the ability to motivate and develop teams
* Experience with performance and salary reviews
* Change leadership; embrace technology and identify opportunities to improve ways of working
* Excellent communication and people skills with adaptable communication style and effective influencing
* Strong organisational/time management/prioritisation skills to support a demanding group of fee earners
* Attention to detail with strong proofreading capabilities
* Independent and collaborative work approach; drive initiatives to foster a sense of "team" across the practice group
* Confident handling difficult situations; highly organised and proactive
* Inspires proactive and innovative work ethic across the team
* Ability and willingness to push the baseline and continuously improve
* 3+ years in a similar role with managerial experience in a legal or professional services environment
* Flexibility to work outside contractual hours when needed
* Knowledge of human resources policies is desirable
Note: This description focuses on the responsibilities and expectations for the role as part of Norton Rose Fulbright. Diversity, equity and inclusion are core to our culture. We offer flexibility in work arrangements and provide policies aimed at supporting health and wellbeing.
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