Purpose of Role To lead a team of Serious Injury professionals towards delivery of operational, customer and financial performance. Implementing effective coaching and mentoring techniques to ensure team objectives and targets are achieved in accordance with business strategy and relevant regulatory requirements. To be part of the Serious Injury Leadership team and help Senior Leaders deliver growth, engagement, excellent customer service and performance. This role also forms part of the wider Minster Law’s Leadership Team. Key Accountabilities Lead a team to ensure an efficient and effective customer service addressing team and individual performance issues. Plan and manage implementation of operational strategy, reporting progress and tracking benefits across the team. Optimise case progression across the team ensuring consistent application of business process, systems and working practice across each member of the team. Alongside the technical and training team, facilitate and develop team competence to ensure the quality of client outcomes ensuring all issues are addressed and development actions implemented in a timely manner. Through Technical Team Leaders, maintain a strong supervision environment across the team to identify competence, client outcome, regulatory and service issues at an early opportunity ensuring action plans are delivered in a timely manner. Ensure Intermediate Track Cases and non multi-track cases are identified and transferred to the appropriate Operational area to protect any commercial risk. Lead the identification of continuous improvement opportunities within the team evolving and sharing best practice across the business. Prioritise and manage resources to deliver trading performance and objectives ensuring any performance shortfall is identified and addressed at an early stage. Alongside the Senior Operations Manager, manage consistency of trading performance and quality across the team ensuring any activity to support trading are identified and completed Managing the engagement of the Team Leaders, motivate and lead the team ensuring clear objectives are in place, performance issues actively managed and development plans in place in accordance with company policy. Build team capability through effective deployment of new working practices, systems, processes and behaviours ensuring business change is fully embedded. To fully manage the recruitment process to ensure headcount requirements meet case count requirements to ensure there is no impact to the performance of the team. Anticipate operational risks and issues establishing plans to mitigate negative impacts on case progression, customer service, regulatory compliance and technical quality. Work across the operational management team to create a culture of continuous improvement and high levels of staff engagement and contribute to the overall operational plan. Support with all People & HR Matters including but not limited to Probation Meetings, Absence Management Meetings, Wellness Meetings and Disciplinary Investigations, Performance Management Meetings as required within the Legal Services team. Have strong decision making capabilities in all HR matters. To undertake any other tasks as deemed relevant and reasonable by the business. Key Performance Indicators Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support. Person Profile A strong people leader who is personally motivated by creating team capability Credibility to operate and influence at a senior level Act with drive, pace and passion with the ability to work in a fast moving environment Ability to lead with integrity, be respectful of all colleague opinions Ability to motivate Team Leaders & work as part of a team with an ability to put others at ease and build trust & confidence through self-awareness and a high degree of emotional intelligence Takes personal ownership, leads by example and works collaboratively across Minster Law Good interpersonal / communication skills both written & verbal with self-awareness of your own impact on others & an ability to consider appropriate forums for communications A natural organiser able to set clear expectations of what good looks like and how it is measured Demonstrate consideration of our company values in day to day decision making Ability to follow Company process / guidelines & make appropriate decisions Be a cultural ambassador by displaying our values and behaviours in every aspect of the work they do Ability to manage stakeholders, internally and externally. Essential Experience of managing through team leaders Experience of managing HR and People processes against policy Managing performance & productivity, ideally in a legal services environment. Be able to demonstrate commercial acumen and awareness IT skills – including Microsoft Word; Microsoft Teams; PowerPoint & Excel Experience of conducting 1-2-1’s / personal development plans / performance reviews Experienced in the use and interpretation of MI and data Willing to explore new technologies to support business development & able to support teams though change Working Hours Full time – 35 hours per week. Agile working is fully supported but as this is a people leader role, on site presence may represent more than 50% of your working week. Personal Development There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law. Equal Opportunities Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone. We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.