Head of Operational Strategy - Legal Services

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

Job description

About us

Everyone deserves access to justice. That's why, at DLG Legal Services, we've made it our mission to make quality legal services affordable and accessible. We tackle everything from inheritance, personal injury, and property claims to contract and insurance disputes, keeping our customers at the heart of everything we do. 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 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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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 way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Life at Direct Line Group

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work. We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

#LI-PK1 #Hybrid