Operations Manager (Personal Injury Department)

Operation Manager

Job Purpose – My client has undergone massive expansion of their Personal Injury Department and are now looking for a Operations Manager to oversee the department and ensure the department and employees are working to full capacity, hitting targets, meeting deadlines and providing excellent customer service.

Direct responsibility for the performance of the staff who make up the business unit. Ensuring that work flows through the department and case handlers achieve their goals and objectives. To motivate and support the staff as necessary and deal with those who are not achieving their objectives through pro-active management and support. Ensure all staff work to the philosophies of the business and comply with our codes of conduct.

Take line management responsibility for all staff within the business unit. Constantly monitoring performance of each individual and their achievements against objectives. Recognise good performance and manage poor performance working with the technical and department managers to ensure each member of the team achieves and exceeds their objectives and/or to manage poor performance as necessary.

To achieve your objectives you will be provided with a suite of weekly and daily management reports. You are expected to review these on receipt and take action that is necessary and appropriate bearing in mind the report content.

At all times you are expected to know how your team is performing through collation of statistics on the team and individuals. You will know who is performing and who is not and those not performing will be subject to a management plan implemented and controlled by you to ensure achievement of objectives.

You will be expected to report daily/weekly/monthly to the Head of PI in a performance review meeting where you will present an overview of each staff member and their performance. You will highlight good and poor performance. You will confirm what is being done to improve poor performance. Poor performance is considered to be anyone who has failed to meet one of their objectives.

Ensure all staff are complying with the business code of conduct and take action against those who fail to work within our framework.

Monitor work flows through the department to ensure the business unit is performing all necessary action and to evenly distribute and allocate work to ensure the business unit achieves its goals. This is to include but not limited to:-

Post and diary monitoring
New Case management and control
Incoming call traffic
Audits are undertaken
Cases are progressed and moved to settlement/costs or out of the department as necessary
Re-allocation
Cases are issued within the SLA period and moved to settlement in a timely manner.
Perform all reviews with staff on performance as required by the Firm’s policy, to be confirmed no later than the 8th of each month
Handle all issues as they arise by individual and through doing so ensure morale and motivation is kept at its highest
Support at all times the decisions of the senior managers and partners.

This is an excellent opportunity for and experienced manager with Personal Injury experience to progress their career with a large nationwide law firm.