Operational & Performance Manager - Recoveries - Law Firm

QED Legal Recruitment Limited; Leeds; On-site; GBP 39,000 - 46,000; Full time

Job summary

QED Legal Recruitment Limited is seeking an experienced Operational & Performance Manager to join the Recoveries division in Leeds. The role combines leadership, performance management, litigation and process improvement in a busy Recoveries environment, with a hybrid model (2 days in the Leeds office, 3 days at home).

You will drive performance, manage workloads, and ensure KPIs and SLAs are met while upholding quality, compliance and client service standards.

Qualifications

• This role requires experience in Recoveries or Litigation environments.
• Authorisation to conduct litigation, or ability to obtain within six months of joining.
• Strong analytical, reporting and management information skills.

Responsibilities

• Support the delivery of divisional and departmental operational objectives.
• Manage and monitor performance against SLAs, KPIs, productivity and quality standards.
• Use management information and Power BI to analyse performance and identify trends.
• Ensure workloads are allocated effectively and priorities are clear across the team.
• Maintain strong technical knowledge of Recoveries, Counterclaims and Uninsured Loss Recovery procedures.
• Conduct regular 1-2-1s, appraisals and performance discussions.

Skills

Operational management

Team leadership

Data analysis

Stakeholder communication

Tools

Power BI

Microsoft Excel

Job description

Operational & Performance Manager – Recoveries – Law Firm

Leeds | Hybrid Working

£39,000 – £46,000 DOE

Full Time | Permanent | 35 Hours per Week

2 Days Office / 3 Days Working from Home

An excellent opportunity has arisen for an experienced Operational & Performance Manager to join the Recoveries division of a well-established national law firm in Leeds.

This is a key operational management role combining team leadership, performance management, litigation, compliance and process improvement within a busy Recoveries environment.

Working alongside an established management team, you will help drive operational performance across the department, ensuring workloads are managed effectively, SLAs and KPIs are achieved and high standards of quality, compliance and client service are maintained.

The position offers genuine flexibility, with just two days per week required in the Leeds office and three days working from home.

The Role

As Operational & Performance Manager, you will:

• Support the delivery of divisional and departmental operational objectives
• Manage and monitor performance against SLAs, KPIs, productivity and quality standards
• Use management information and Power BI to analyse performance, identify trends and highlight areas for improvement
• Ensure workloads are effectively allocated and priorities remain clear across the team
• Work with managers and supervisors to maintain consistent service delivery
• Maintain strong technical knowledge of Recoveries, Counterclaims and Uninsured Loss Recovery procedures
• Conduct litigation in accordance with relevant policies and procedures
• Ensure files are proactively progressed towards litigation or settlement
• Oversee file reviews and supervision to maintain quality, compliance and effective risk management
• Identify performance issues and implement appropriate improvement actions
• Promote strong file management, including management of account balances, inactive files, write-offs and file closures
• Conduct regular 1-2-1s, appraisals and performance discussions
• Support recruitment, induction and employee training
• Work with management and training teams to identify skills gaps and develop appropriate training and guidance
• Complete departmental audits, report findings and recommend appropriate actionsManage complaints effectively in accordance with internal procedures
• Help embed best practice and continuous improvement throughout the Recoveries team

About You

To be considered, you will need:

• Strong technical knowledge and practical experience of Uninsured Loss Recovery claims and procedures
• Experience within a Recoveries, Claims or Litigation environment
• Authorisation to conduct litigation, or the ability to achieve this within six months of joining
• Strong problem-solving and decision-making skills
• The ability to collate, interpret and analyse management information and performance data
• Excellent written and verbal communication skills
• Strong attention to detail
• Confidence using Microsoft Excel and presenting information to senior management
• The ability to manage competing priorities within a busy operational environment
• Previous performance management, people management or team leadership experience would be particularly advantageous.

The Opportunity

This role would suit an experienced Recoveries Manager, Claims Manager, Operational Manager, Performance Manager, Litigation Team Manager, Uninsured Loss Recovery Manager or Legal Operations professional looking for a position offering greater responsibility and the opportunity to influence operational performance.

You will be joining an established national law firm with a strong presence in the insurance and recoveries market, working within an experienced management team and playing an important role in improving performance, quality and service delivery.

If you have experience within Uninsured Loss Recovery, Recoveries, Litigation or Claims Operations and are ready to take the next step in your management career, I’d be keen to hear from you.