National Head of Branch Network Wills & LPAs | 10 Branches | c.55 FTE Salary Negotiable Bonus Scheme | Permanent SF Partners are working exclusively with a high-growth legal services business specialising in Wills, LPAs, Probate and Estate Planning to recruit a National Head of Branch Network. This is a senior national leadership role responsible for leading a 10-branch network (c.55 FTE), including 8 Branch Managers and 35 Legal Advisors. The function sits at the heart of the organisation's revenue engine, with full accountability for branch performance, conversion, customer outcomes, and operational delivery. Reporting into the Operations Director / COO, this role replaces a previous regional structure and creates a single point of ownership for the entire branch network. The successful candidate will be responsible for driving commercial performance, embedding operational discipline, and building a high-performing leadership layer across all sites. The Opportunity This is a high-impact leadership role combining commercial ownership, multi-site operational management, and people leadership at scale. The National Head of Branch Network will be responsible for building a consistent, high-performing branch model that delivers strong conversion from appointment to instruction, excellent customer outcomes, and efficient cost-to-serve across all locations. This is a field-based role requiring a highly visible leader who spends significant time in branches, coaching managers, solving operational issues, and driving performance through direct engagement. Key Responsibilities Commercial Performance & Network Leadership Own the performance of the national branch network across revenue, conversion, customer satisfaction, and cost-to-serve Deliver and manage branch-level scorecards aligned to commercial and quality outcomes Drive key commercial levers including appointment-to-instruction conversion, advisor productivity, and cross-sell performance Report monthly performance against EBITDA and network KPIs to the COO and executive team Leadership of Branch Managers Lead, coach, and develop 8 Branch Managers as accountable site leaders Recruit and onboard missing Branch Managers as a priority deliverable Establish a structured performance cadence including 1:1s, monthly reviews, and quarterly talent planning Build a strong leadership pipeline and succession plan across the branch network Set clear expectations for performance, standards, and accountability Operating Model & Customer Experience Define and embed a consistent branch operating model across all sites Oversee customer journey standards, appointment handling, and service delivery Maintain the balance between branch-based and home appointments Drive local market performance and support branch-level growth initiatives Ensure high-quality customer experience and compliance with regulatory standards Capacity Planning & Call Centre Partnership Work in close partnership with the Head of Lead Generation Call Centre Co-own the "Booked : Instruct" metric across the organisation Align appointment demand with advisor capacity across all branches Participate in weekly forecasting and capacity planning reviews Ensure efficient scheduling and utilisation of Legal Advisor capacity Estate, Growth & Operational Development Own branch estate strategy including openings, closures, relocations, and acquisitions Support the launch and performance of flagship and new sites (including Manchester) Oversee integration of acquired will-banks and customer portfolios Work with Property, Finance, and Operations teams on expansion strategy Drive continuous improvement across the operating model Compliance & Governance Partnership Operate within the regulatory framework set by Supervision, Compliance, and Complaints teams Ensure consistent adherence to data protection, safeguarding, and regulatory standards Embed compliance as part of day-to-day branch performance and leadership behaviour Maintain high standards of audit readiness and operational discipline About You We are keen to speak with candidates who have: Proven experience leading a multi-site branch or regional network (ideally 8 locations) Strong track record of managing managers and leading through a leadership layer Commercially driven mindset with clear P&L or EBITDA accountability Experience delivering sales or conversion growth across a distributed network Strong coaching and leadership capability with a focus on performance improvement Experience in regulated, customer-facing environments such as legal services, financial services, insurance, funeral planning, or similar sectors Willingness to be highly field-based and spend significant time in branches Package Salary: Negotiable Performance-related bonus scheme (EBITDA and balanced scorecard based) Indicative OTE available subject to structure Senior national leadership role with strategic influence Field-based position (UK-wide, HQ Derby) Apply For a confidential discussion regarding this opportunity, please contact SF Partners directly.