Head of Operational Performance & Strategy - Legal Services

Direct Line Group Careers; Leeds; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Operational Performance & Strategy to join their Senior Leadership Team. This pivotal role involves leading strategic initiatives to enhance operational efficiency and service delivery within a dedicated legal services team. You will be at the forefront of optimizing workflows, implementing innovative technology solutions, and driving continuous improvement to achieve exceptional customer outcomes. With a focus on collaboration and stakeholder engagement, this position offers the chance to make a significant impact in a fast-paced, supportive environment. Join a forward-thinking company that values diversity and empowers its employees to thrive.

Benefits

Annual performance-based bonus

9% Private Pension

Private medical insurance

50% off home, motor, and pet insurance

Free travel insurance

Generous holiday allowance

Buy as you earn share scheme

Employee discounts and cashback

EV car scheme

Additional optional Health and Dental insurance

Qualifications

• 10+ years of experience in legal operations or insurance claims management.
• Strong background in process improvement and performance management.
• Proven experience in implementing large-scale operational initiatives.

Responsibilities

• Lead the development and execution of strategic initiatives for legal services.
• Design and implement performance metrics to enhance service delivery.
• Collaborate with legal teams and external stakeholders to drive business goals.

Skills

Legal Operations

Strategic Planning

Process Improvement

Stakeholder Management

Financial Management

Change Management

Legal Technology

Education

Bachelor's Degree in Law

Master's Degree in Business Administration

Tools

AI-driven case management

Claims automation

Digital client portals

Job description

About us

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining the Legal Services team you’ll be working in a place where empathy meets expertise. Within our own dedicated law firm, our diversely talented team support and guide customers through life’s toughest moments. It’s a fast-paced and collaborative working environment but our comprehensive training and tools will help ensure you’re ready for the challenge. You can find more details about DLG Legal Services on our website.

We currently have an exciting new opportunity to join our Senior Leadership Team at DLG Legal Services as a Head of Operational Performance & Strategy. This is a permanent and full-time position, that can be based from our Leeds, Bristol or Bromley office

The role

The Head of Operational Strategy is responsible for leading the development and execution of strategic initiatives that enhance the efficiency, profitability and effectiveness of our legal services operations. This role involves optimising workflows, implementing technology solutions, managing costs and ensuring alignment with overall business goals that adhere to compliance and regulatory requirements. The role focuses on continuous improvement to enhance service delivery, reduce claims processing times and improve customer outcomes.

What you’ll be doing

Strategic Planning & Execution

• Develop and execute long-term operational strategies to enhance legal service delivery.

• Identify opportunities for process improvement, cost reduction and operational efficiencies.

Performance & Process Optimisation

• Design and implement performance metrics to track efficiency and service delivery.

• Develop and oversee key performance indicators to monitor and enhance operational performance.

Technology & Innovation

• Identify, implement and enhance legal technology solutions e.g. AI-driven case management, claims automation and digital client portals.

• Evaluate and integrate automation solutions to reduce manual tasks and improve service speed.

• Leverage data analytics to provide insights into legal case trends, claims efficiency and customer behaviour

Financial & Resource Management

• Work with finance teams to manage budgets and maximise return on investment in legal operations.

• Identify opportunities to increase revenue through process efficiencies and improved service models.

• Develop strategies to enhance billing practices including alternative fee arrangements.

Stakeholder & Team Leadership

• Collaborate with legal teams, partners, and business units to drive business goals and ensure smooth service delivery.

• Lead cross-functional teams in operational improvement projects.

• Engage with external stakeholders, including insurers, regulatory bodies and law firms to improve service offerings.

Meeting client expectations

• Ensure that client satisfaction is monitored and tracked on a regular basis and utilised to drive improvements.

• Keep the client experience at the heart of everything the business does and strive for fair and effective decision-making.

Risk & Compliance Management

• Ensure that operational strategies align with legal and regulatory requirements.

• Develop contingency plans to mitigate operational risks.

• Implement robust governance frameworks to mitigate legal and operational risks.

What we’re looking for

• 10+ years of experience in legal operations, strategy or insurance claims management.

• Strategic Thinker & Problem-Solver – Ability to analyse complex legal service challenges and devise strategic solutions.

• Legal Industry Knowledge – Expertise in claims, legal expense insurance and regulatory compliance.

• Strong background in process improvement, workflow optimisation and performance management.

• Experience leading teams, managing stakeholders and driving change.

• Developed understanding of cost control, resource allocation and revenue optimisation.

• Proven experience in implementing large-scale operational initiatives.

• Experience in driving change through legal technology, claims automation and digital transformation.

• Strong track record of managing change and driving efficiencies in complex organisations.

• Strong background in financial and resource management for legal operations.

What we’ll give you:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office working, varying with the nature of your role. Core benefits include:

• Annual performance-based bonus

• 9% Private Pension

• Private medical insurance

• 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

• Additional optional Health and Dental insurance

• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.

• Generous holiday allowance

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus many more

Ways of Working: Our hybrid model offers a 'best of both worlds' approach. When you'll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office

We want everyone to get the most out of their time at DLG. Which is why we’ve looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They’re about recognising who you are and the life you live.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.

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