Operations Manager

Gateley; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading legal services provider in London seeks an Operations Manager to oversee project management in group actions against large corporations. Responsibilities include managing case timelines, stakeholder communication, and operational processes. Ideal candidates will have experience in operational management, strong IT skills, and an eye for detail. This position offers a competitive benefits package and a hybrid working model.

Benefits

Annual bonus

Learning and development opportunities

Health care

Pension scheme

Qualifications

• Previous experience in operational management in a class actions environment.
• Strong knowledge of project management and ability to meet deadlines.
• Experience with implementing process improvements and managing case systems.

Responsibilities

• Lead operational processes and case management for group actions.
• Ensure compliance with risk, finance, and operational metrics.
• Communicate effectively with internal teams and manage client relationships.

Skills

Operational management

Stakeholder management

Project management

Strong IT skills

Attention to detail

Tools

Case management systems

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Overview

The role: Austen Hays, part of Gateley, has an exceptional opportunity for an Operations Manager to lead Austen Hays, a group actions firm. This role represents a multitude of individuals and small businesses in pivotal disputes against larger corporations. The successful candidate will direct the project management of complex group actions, initiate and improve operational processes, and flawlessly execute each project to fulfil strategic litigation aims.

The successful candidate will work closely with the Managing Director, partners, clients, claimants, and the legal and business support teams involved in each case. The Operations Manager will interface with various business support areas within Austen Hays (part of Gateley), including Professional Regulations & Standards, IT, Marketing, Accounts, and HR, with a firm grasp of operations specific to our practice to meet required deadlines. A regular office presence is required three days a week, with a hybrid option for home and office working.

The Team

Austen Hays (part of Gateley) focuses on class actions, bringing actions against large corporates on behalf of thousands of individuals and small businesses. The firm aims to deliver access to justice in a fair, efficient, and transparent way. The team invests in technology to support hundreds of thousands of claimants in class actions, reducing manual intervention and enabling litigation queries to be handled efficiently by the legal team.

Responsibilities

• Demonstrable experience in an operational management position, ideally in a class actions firm with an understanding of risks.
• Seamlessly executing case timelines, deadlines, and providing summaries and reports with clear and timely communication.
• Overseeing the case management system and working with others to implement new systems and changes to existing ones.
• Drive caseload activity to submit information needed to execute new matters and manage engagement at all touchpoints through the case process; communicate client-specific requirements regarding billing and matter management.
• Liaison between partners, fee earners and billing to ensure invoices are accurate and compliant with client billing requirements and deadlines; assist with billing processes, reporting, and follow up.
• Strong internal stakeholder management and ability to build relations with internal business support teams.
• Responsibility for the risk register and ensuring appropriate risk, compliance, and finance protocols are in place.
• Manage Austen Hays insurance policies and ensure records are up to date.
• Liaise with external suppliers and manage client relationships.
• Assist the legal team with client-related project support.
• Provide operational risk assistance as needed to support Austen Hays operationally.
• Excellent IT skills; proficient with Word, Excel, PowerPoint and relevant case management systems.
• Commitment to being part of a hard-working team and flexibility to support transactional activity.
• Drive, commitment, self-motivation and a can-do attitude.
• Discretion and professionalism in all activities.
• Exceptional attention to detail.

Qualifications

• Experience in operational management, preferably in a group action/class actions environment.
• Strong project management, risk awareness, and ability to meet deadlines.
• Experience with case management systems and implementing process improvements.
• Stakeholder management across partners, fee earners, billing and support teams.
• Strong IT skills and proficiency with the standard office suite and case management tools.
• Professionalism, discretion, and the ability to work under pressure.

Benefits

With support, coaching and feedback from engaged colleagues, there are development and progression opportunities. A competitive remuneration package includes an annual bonus. A wide range of learning and development opportunities via the Learn platform. The My Flex rewards package includes annual leave options, cycle to work, critical illness benefit, EAP, pension, health care, season ticket loan, and more (grade dependent). Perks At Work/Home provides access to a range of retail benefits, plus a Community Online Academy with free courses across various topics.

About Gateley and Diversity

Gateley is a forward-thinking, straight-talking legal and professional services group serving more than 5,700 active clients, from FTSE 100 companies to private individuals. Gateley values ambition, teamwork and diversity, and is a gold-standard Diversity and Inclusion employer and Stonewall Diversity Champion. We support flexible working patterns to promote work/life balance.

Additional Information

If you are offered a role, pre-employment screening checks may be conducted to verify eligibility to work, professional and academic qualifications, criminal records, financial stability, and references. The checks will be relevant to the role and may vary.