Head of Operations

The Role Your primary responsibility is simple: Make the firm run better every month. You will oversee the firm’s operations from end to end, identify bottlenecks, improve systems, ensure accountability and free up the Managing Director’s time to focus on clients, strategy and business development. You will work closely with the firm’s directors and support staff and will have the authority to improve processes across the organisation. This is a leadership role. Key Responsibilities 1. Operations & Office Management Take ownership of the firm’s day-to-day operations, including: - HR administration - Office administration - Facilities management - Vendor management - Finance coordination - Procurement - Office policies - General operational matters Your objective is that the office operates smoothly without constant management intervention. 2. Legal Operations & Workflow Work closely with our lawyers and client care team to improve the entire legal workflow. This includes: - Client onboarding - Conflict checks - Matter opening - File allocation - Workflow tracking - Administrative support - Billing coordination - Matter closing - Client feedback - Google Reviews You will continuously improve our systems so that administrative work is reduced while maintaining an excellent client experience. 3. Work Allocation & Capacity Planning Maintain visibility over: - Incoming enquiries - New matters - Lawyer availability - Team capacity - Areas of expertise - Workload distribution You will ensure work is allocated fairly, efficiently and according to the firm’s priorities. 4. Billing & Financial Discipline Work with the Directors to ensure: - matters are billed promptly - monthly billing targets are achieved - billing bottlenecks are removed - internal revenue reporting is accurate You will help develop systems that improve billing consistency and financial performance. 5. Continuous Improvement We expect our systems to improve continuously. You will: - identify operational bottlenecks - redesign inefficient processes - implement better systems - monitor implementation - measure outcomes - ensure improvements are sustained Good enough is not good enough. 6. Team Performance Work with the Managing Director and Directors to: - improve accountability - follow up on action items - ensure operational decisions are implemented - monitor progress - keep projects moving forward 7. Work From Home & Productivity Review and improve our hybrid work arrangements. Ensure they: - support productivity - maintain accountability - provide flexibility where appropriate - meet the firm’s operational needs 8. Strategic Projects From time to time, you will lead projects such as: - annual planning - staff engagement initiatives - firm events - technology implementation - AI adoption - workflow redesign - operational dashboards - performance reporting No two months will look exactly the same. What We’re Looking For We’re looking for someone who: - has successfully managed operations in a professional services or SME environment - enjoys solving complex operational problems - takes ownership without waiting to be told - is organised and highly disciplined - is comfortable making decisions - communicates confidently with professionals and senior management - can influence people without creating unnecessary conflict - enjoys improving systems rather than maintaining the status quo - is highly accountable and follows through Experience in a law firm is helpful but not essential. You Will Thrive Here If You… - naturally organise people and processes - dislike inefficiency - enjoy improving systems - like using KPIs and dashboards - enjoy leading change - are proactive rather than reactive - believe every process can be improved What Success Looks Like Within your first year, we expect you to: - create smoother operational workflows - improve file allocation and visibility - reduce administrative bottlenecks - improve billing discipline - implement better operational reporting - improve accountability across teams - streamline client onboarding and matter closure - introduce meaningful operational improvements across the firm