Operational Team Leader

• Lead, motivate and develop a high-performing paralegal team
• Manage recruitment, onboarding and resource allocation
• Set expectations for productivity, quality, client service and behaviours
• Deliver one-to-ones, performance reviews and development plans
• Monitor KPIs and use MI and data insights to improve performance, productivity and efficiency
• Address underperformance through formal processes where required
• Work with fee earners to align expectations, delegation and delivery
• Identify knowledge gaps and implement targeted development and training
• Manage attendance, wellbeing, return-to-work and absence processes
• Lead disciplinary, performance and absence management processes with the Operations Manager and People Team
• Build relationships across the business and act as an escalation point for performance, quality and conduct issues
• Liaise with fee earners to onboard and develop paralegals
• Gather and act on feedback to improve individual and team performance
• Facilitate and deliver induction and ad hoc training
• Contribute to talent mapping and wider people processes
• Support midpoint and end-of-year reviews and colleagues’ personal growth
• Promote accountability, innovation and continuous improvement
• Deliver team productivity and performance targets, employee engagement, retention and capability growth

• Proven track record of leading and developing high-performing teams
• Strong Microsoft Office skills, including Word, Teams, PowerPoint and Excel
• Confident delivering one-to-ones, performance reviews and development plans
• Ability to drive performance through coaching, people management and accountability
• Experience in attendance, wellbeing, return-to-work and employee relations
• Data-driven approach using MI to inform decisions and improve outcomes
• Strong communication and influencing skills, including handling challenging conversations
• Highly organised, able to manage competing priorities and deliver practical solutions
• Willingness to embrace new technology and support teams through change
• Experience in legal or professional services desirable but not essential
• Motivated people leader passionate about performance and building team capability
• Integrity, respect and strong personal accountability
• Ability to set clear expectations and standards
• Sound decision-making aligned with company processes and objectives
• Full-time availability for 35 hours per week
• Ability to work with on-site presence potentially exceeding 50% of the working week

Demonstrates strong leadership in developing high-performing paralegal teams, with a focus on performance management, employee engagement, and continuous improvement. Utilizes data-driven insights to enhance productivity and efficiency while fostering a culture of accountability and innovation.

• Team Leadership
• Performance Management
• Data-Driven Decision Making
• Employee Relations
• Microsoft Office Suite

• Performance Reviews
• Coaching
• KPI Monitoring
• Training Development
• Attendance Management

• Strong Communication
• Influencing Skills
• Organizational Skills
• Problem-Solving
• Interpersonal Skills

• Legal Services
• Professional Services
• Employee Engagement
• Talent Mapping
• Continuous Improvement

• Microsoft Word
• Microsoft Teams
• Microsoft Power Point
• Microsoft Excel