Operations Team Lead

Great teams don't happen by accident. We need YOU to lead them. TM-Legal are looking for a Team Leader to join the operation in Manchester.

TM-Legal forms part of Perch Group
, and here, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

The Team Leader is responsible for overseeing a team of Case Managers within the Legal Firm of a debt-purchase organisation. The role ensures that all legal collections activity is managed effectively, ethically, and in full compliance with SRA regulations, internal policies, and industry standards.

The successful candidate will drive team performance, deliver high-quality customer outcomes, and support the continuous development of team members while maintaining the integrity and professionalism expected within a regulated legal environment.

• Lead, motivate, and manage a team of Case Managers to achieve and exceed individual and departmental targets.
• Conduct monthly one-to-ones, huddles, team meetings, and performance reviews.
• Monitor daily workflow for both voice and non-voice workloads and ensure timely progression or escalation of legal matters in line with operational priorities.
• Manage underperformance through coaching, development plans, and structured support to ensure improvements in capability and compliance.
• Foster a high-performing team culture focused on accuracy, professionalism, and customer fairness.

• Ensure all team activity adheres to SRA principles, professional conduct requirements, and internal compliance frameworks.
• Monitor and improve adherence to legal processes, policies, SOPs, and Treating Customers Fairly obligations.
• Conduct case reviews, call monitoring, and email audits to ensure quality, accuracy, and risk mitigation.
• Identify potential compliance risks and elevate issues promptly to the Head of Operations when required.
• Support the department's audit processes and contribute towards continuous improvement initiatives.

• Act as the primary point of contact for operational queries within the team.
• Communicate departmental updates, regulatory changes, and process improvements clearly and effectively.
• Collaborate closely with internal stakeholders, including Compliance, HR, L&D, Operations, and external clients when required.
• Represent the team in management meetings and contribute to strategic planning within the department.

• Coach and mentor team members to improve legal knowledge, technical capability, and customer interaction quality.
• Identify skills gaps and contribute to structured development plans in partnership with HR/L&D.
• Support the onboarding, training, and supervision of new team members.
• Lead by example, upholding the firm’s values, legal standards, and professional integrity.

• Oversee daily legal collections activity across claims, litigation, enforcement, and settlement processes.
• Ensure cases progress efficiently through each stage of the legal process, meeting SLAs and regulatory expectations.
• Provide guidance on case strategy, legal documentation, and escalation points.
• Monitor team KPIs and deliver accurate reporting to senior leadership.
• Support continuous process improvement initiatives to enhance the effectiveness of the department.