Hybrid Legal Delivery Operational Lead

at DWF

• Job title: Legal Delivery Operational Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Manchester, United Kingdom

About the role

• Legal Delivery Operational Lead in Manchester at DWF, driving operational excellence in managed legal services. Leading a team to enhance service delivery and client relationships.

Responsibilities

• Manage day-to-day delivery across the Lender Services team, ensuring high operational and financial performance while driving technology and process improvements to deliver best value for clients and DWF
• Oversee the transition of new work streams by redesigning processes to leverage technology, and identify opportunities for process improvements, automation, and best practice across client engagements
• Create a positive environment that supports progression, development, and operational excellence, while embedding DWF’s values and commitments to ESG, CSR, and D&I agendas
• Oversee work allocation and resource planning across both teams, forecast growth and recruitment needs, and ensure training requirements are met in collaboration with HR and L&D
• Lead the performance review cycle, handle escalated HR and delivery issues, and work with the Operations Delivery Director on succession planning and developing future leaders
• Support colleagues to ensure accurate and timely client billing, ensuring effective control of lock-up
• Build and maintain strong relationships with clients and colleagues to identify new business opportunities and support bid activity when required
• Ensure service standards and agreements are met while adapting to evolving client needs
• Promote business excellence by managing risk and collaborating with compliance teams to implement changes from audits or regulatory developments.

Requirements

• Demonstrated experience in motivating and leading a legal operations team
• High level of financial and commercial awareness
• Ability to prioritise and manage multiple tasks effectively
• Excellent attention to detail, with the capability to analyse files and data accurately
• Strong interpersonal skills to build effective professional relationships with both external clients and internal colleagues
• Ability to apply understanding of the business’s strategic direction (products, service lines, sectors) and client needs (markets, sectors, risks) to inform and drive performance
• Adaptability to change and experience in supporting change management activities
• Ability to work effectively under pressure and meet tight deadlines
• Experience working with SLAs and MI reporting mechanisms
• Skilled in managing escalations in line with regulatory standards, while carefully managing client expectations
• Confident in making sound, informed decisions.

Benefits

• flexibility through hybrid working with three days per week based in our Manchester office
• professional growth and career development