Operational & Performance Manager; Legal

Operational & Performance Manager

Location: Leeds (Hybrid Working)
Salary: Up to circa £46,000 per annum, depending on experience
Working Arrangement: Hybrid - 2 days in the Leeds office and 3 days working from home

TSR Legal is working in partnership with an established legal services team to appoint an Operational & Performance Manager within the Recoveries team in Leeds.

This is an excellent opportunity for a legal professional with a strong technical background in uninsured loss recovery and counterclaims, alongside the ability to support operational performance, quality and compliance across a busy recoveries function.

Working closely with the Recoveries Group Leader, Divisional Manager and wider management team, you will play a key role in driving operational objectives, monitoring performance against service level agreements (SLAs) and key performance indicators (KPIs), and ensuring consistent, high-quality service delivery.

This position would suit someone who combines technical expertise with strong organisational, analytical and people management skills, and who enjoys identifying opportunities for improvement, developing teams and helping a legal operation perform at its best.

• Maintain strong technical knowledge of recoveries and counterclaims rules, procedures and processes.
• Support the Group Leader in delivering divisional and group objectives.
• Conduct litigation in accordance with relevant policies, procedures and guidance.
• Work collaboratively with the Group Leader and other managers to provide effective operational support and management cover across the group.
• Ensure workloads are allocated effectively, priorities are clear and service delivery remains consistent.
• Monitor performance against agreed SLAs, quality standards and productivity measures, taking timely action where risks or shortfalls are identified.
• Oversee effective file reviews and supervision processes to maintain quality, compliance and appropriate risk management.
• Support the team in managing workloads, meeting KPIs and ensuring files progress proactively towards litigation or settlement.
• Promote effective file management, including the management of account balances, write-offs, file closures and inactive files.
• Use Power BI and management information to analyse performance, identify trends and areas for improvement, and ensure agreed actions are implemented.
• Work with quality assurance colleagues to address issues promptly and implement appropriate improvement measures.
• Promote compliance with company policies, procedures and regulatory requirements.
• Collaborate with management and training teams to develop guidance, training materials and initiatives to improve team capability.
• Support recruitment, induction and ongoing training activities.
• Complete six-monthly group audits, report findings to senior management and recommend appropriate actions.
• Conduct appraisals and regular one-to-one meetings to support employee development and performance.
• Manage complaints effectively in line with established procedures.
• Undertake any other duties appropriate to the role.

To be successful in this role, you will have a strong technical understanding of recoveries work and the confidence to support a team in achieving operational and performance objectives.

You will be analytical, solutions-focused and comfortable working with management information to identify issues, implement improvements and maintain high standards of service delivery.

• Strong technical knowledge and experience of uninsured loss recovery claims and procedures.
• Authorisation to conduct litigation, or a willingness and ability to obtain the required authorisation within six months of joining.
• Strong problem-solving and decision-making skills.
• Experience of collating, interpreting and analysing management information.
• Excellent written and verbal communication skills.
• A high level of accuracy and attention to detail.
• Confident use of Microsoft Excel, including presenting performance information to management.

• Previous experience in performance management, operational management or a similar leadership role.
• Experience of monitoring KPIs, SLAs and quality standards within a legal or claims environment.
• Experience of supporting, coaching and developing colleagues to improve performance.

The successful candidate will have the opportunity to join an established legal team with a focus on quality, development and effective…