Operations Manager

Our client, a forward thinking law firm is seeking an Operations Manger. This is a new role for the organisation and you will be working at a strategic level to build in processes and policies.

Job Title: Operations Manager (Legal Services)

Reports to: Senior Management Team (SMT)

Location: Manchester – hybrid, 3 days per week office based

Salary: £70K to £85K

Consultant: anna@lilyshippen.co.uk

MUST HAVE LEGAL SECTOR EXPERIENCE – WE WILL NOT CONSIDER APPLICATIONS FROM INDIVIDUALS WHO DO NOT HAVE THE RELEVANT EXPERIENCE.

Purpose of the Role

The Operations Manager will act as the central link between the firm’s Senior Management Team and the operational delivery teams. This role will drive performance across the firm to achieve strategic objectives, ensuring that the culture, values, and talent strategy are consistently embedded in everything.

Working closely with HR and the SMT, this person will take responsibility for operational effectiveness, people development, and performance management. They will ensure that data, reporting, and insight are used to inform decisions, monitor progress, and foster a culture of continuous improvement.

Key Responsibilities

Strategic & Operational Delivery

• Act as the bridge between SMT and operational teams, ensuring firm-wide strategic objectives are translated into clear team and individual goals.
• Monitor performance against agreed KPIs and objectives, providing regular reporting and analysis to the SMT.
• Identify and address performance gaps, implementing improvement plans where needed.
• Drive operational excellence by reviewing workflows, systems, and processes to enhance efficiency and service quality.

People & Culture

• Line manage senior solicitors and team leaders, providing coaching, feedback, and performance support.
• Partner with HR to ensure the firm’s culture, values, and people strategy are embedded across all teams.
• Support succession planning, career development, and talent management frameworks.
• Champion employee engagement and wellbeing initiatives to create a motivated and high-performing workforce.
• Address underperformance and have constructive and appropriately challenging conversations where required, encouraging a culture of feedback and growth.

Reporting & Continuous Improvement

• Produce and analyse MI to monitor performance, profitability, and client service standards.
• Use data and insights to drive a continuous improvement mindset across teams.
• Identify operational risks or inefficiencies and propose solutions.
• Ensure the firm’s systems and reporting processes are aligned with strategic priorities.

Collaboration & Communication

• Serve as the key operational contact between fee-earning teams and SMT, ensuring clarity and consistency in communication.
• Build strong working relationships with HR, Finance, and Compliance.
• Contribute to strategic discussions and operational planning at senior level.

Person Specification

Essential

• Proven experience in a leadership or operations management role within a law firm.
• Strong understanding of legal practice operations, workflows, and regulatory considerations.
• Demonstrated ability to translate strategic goals into operational delivery.
• Skilled in performance management, including setting objectives, monitoring outcomes, and addressing underperformance.
• Excellent interpersonal and communication skills, with the ability to influence, challenge, and gain buy-in at all levels.
• Strong analytical and reporting skills, comfortable working with data to inform decisions.
• Collaborative and people-focused, with a genuine commitment to embedding culture and values.
• Resilient, pragmatic, and able to manage competing priorities in a fast-paced environment.

Desirable

• Management qualification (e.g., Level 5 or equivalent experience).
• Experience leading change or transformation initiatives.
• Familiarity with HR processes including talent management, succession planning, and learning & development.
• Experience using case management or practice management systems.

Key Attributes

• Advocates a culture of accountability, trust, and continuous improvement.
• Strategic thinker with a hands-on, delivery-focused approach.
• Emotionally intelligent and commercially astute, with the credibility to influence
• Confident decision-maker who can push back when necessary.
• Collaborative, coaching leadership style.
• Pragmatic, collaborative and values-driven.

Lily Shippen is a leading business and executive support recruitment agency in the UK. We recruit top-tier talent across HR, executive support, and business operations roles, ensuring organisations can access the expertise needed to thrive.

We recruit for a broad range of positions, including Executive Assistants, Personal Assistants, Office Managers, Chief of Staff, and HR roles. Our services span across Leeds, Newcastle, Manchester, London, and the wider UK, including remote and international roles. Whether you’re hiring for permanent, temporary, or fixed-term contracts, we offer tailored recruitment solutions to meet your needs.