Operations Team Lead

TM Legal; Manchester; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Bonus up to 20%

Office-based role

Professional development

Wellbeing benefits

Job summary

TM-Legal, part of Perch Group, invites a Team Leader to manage a team of Case Managers in Manchester within a regulated debt-purchase setting.

Lead performance, coach staff, ensure legal collections activity is compliant with SRA regulations, and drive high-quality customer outcomes in a professional, data-driven environment.

Qualifications

• Experience leading a team within collections, legal services, debt recovery, or a related regulated environment.
• Strong coaching, development and performance review skills.
• Excellent communication, problem solving and decision-making abilities.

Responsibilities

• Lead, motivate and manage a team of Case Managers to meet targets and SLAs.
• Conduct regular one-to-ones, huddles and performance reviews.
• Ensure adherence to SRA principles, internal policies and regulatory standards.

Skills

Team Leadership

Performance Mgmt

Compliance & Risk

Job description

Great teams don't happen by accident. We need YOU to lead them. TM-Legal are looking for a Team Leader to join the operation in Manchester.

TM-Legal forms part of Perch Group, and here, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution.

Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.

What are we looking for?

The Team Leader is responsible for overseeing a team of Case Managers within the Legal Firm of a debt-purchase organisation. The role ensures that all legal collections activity is managed effectively, ethically, and in full compliance with SRA regulations, internal policies, and industry standards.

The successful candidate will drive team performance, deliver high-quality customer outcomes, and support the continuous development of team members while maintaining the integrity and professionalism expected within a regulated legal environment.

So, what will your day-to-day look like?

Team Leadership & Performance Management

• Lead, motivate, and manage a team of Case Managers to achieve and exceed individual and departmental targets.
• Conduct monthly one-to-ones, huddles, team meetings, and performance reviews.
• Monitor daily workflow for both voice and non-voice workloads and ensure timely progression or escalation of legal matters in line with operational priorities.
• Manage underperformance through coaching, development plans, and structured support to ensure improvements in capability and compliance.
• Foster a high-performing team culture focused on accuracy, professionalism, and customer fairness.

Quality, Compliance & Risk Management

• Ensure all team activity adheres to SRA principles, professional conduct requirements, and internal compliance frameworks.
• Monitor and improve adherence to legal processes, policies, SOPs, and Treating Customers Fairly obligations.
• Conduct case reviews, call monitoring, and email audits to ensure quality, accuracy, and risk mitigation.
• Identify potential compliance risks and elevate issues promptly to the Head of Operations when required.
• Support the department's audit processes and contribute towards continuous improvement initiatives.

Communication & Stakeholder Engagement

• Act as the primary point of contact for operational queries within the team.
• Communicate departmental updates, regulatory changes, and process improvements clearly and effectively.
• Collaborate closely with internal stakeholders, including Compliance, HR, L&D, Operations, and external clients when required.
• Represent the team in management meetings and contribute to strategic planning within the department.

Training, Coaching & Development

• Coach and mentor team members to improve legal knowledge, technical capability, and customer interaction quality.
• Identify skills gaps and contribute to structured development plans in partnership with HR/L&D.
• Support the onboarding, training, and supervision of new team members.
• Lead by example, upholding the firm’s values, legal standards, and professional integrity.

Operational Excellence

• Oversee daily legal collections activity across claims, litigation, enforcement, and settlement processes.
• Ensure cases progress efficiently through each stage of the legal process, meeting SLAs and regulatory expectations.
• Provide guidance on case strategy, legal documentation, and escalation points.
• Monitor team KPIs and deliver accurate reporting to senior leadership.
• Support continuous process improvement initiatives to enhance the effectiveness of the department.

Does this sound like you?

• Experience leading a team within collections, legal services, debt recovery, or a related regulated environment.
• Demonstrated ability to coach, develop, and grow team members.
• Excellent communication, problem-solving, and decision‑making skills.
• Ability to work in a high‑compliance environment and interpret regulatory requirements (SRA, TCF, GDPR).
• Strong organisational skills with the ability to manage competing priorities.
• Prior experience within a debt‑purchase organisation.
• Strong understanding of legal processes relating to debt recovery, litigation, and enforcement.
• Knowledge of SRA regulations, legal conduct rules, or previous experience working in or alongside a law firm.
• Previous involvement in process improvement or operational change projects.
• Professional legal or compliance training/certification.

The Application Timeline

• A first stage video call with the internal recruitment team (15 minute call)
• A face to face or video call with the hiring manager (approx. 45-60 minutes)

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [e-mail].

Why you should be EXCITED to apply...

• £35,000-£40,000 DOE + up to 20% of your annual salary, paid as a bonus.
• This role is fully office‑based at our Manchester Spinningfields office – check it out here! https://www.linkedin.com/feed/update/urn:li:activity:7350451348598837248
• 40 hours per week between 9am - 6pm, Monday - Friday.
• The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
• And many more benefits to support your wellbeing and professional development.

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [e-mail].

PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.