Location Birmingham, London, Manchester, Winchester

Hybrid Working

The Division

The firm's national Housing Management team is ranked in the top-tier by the legal directories Chambers and Legal 500 and carries out a full range of work for its housing association, local authority and co-operative clients from across the voluntary, public and private sectors. The team is 65 strong across four of our offices - Birmingham, London, Manchester and Winchester - and has an annual turnover in excess of £5m.

The Role and Responsbilites

This is a new role within the division to work closely with the Head of Division and other Housing Management Partners. The Head of Operations key objectives are:

- To ensure the efficient and smooth running of our work for the division and our clients;

- To implement the four key strands of the firm’s strategy in the delivery of that work: Smart Growth, Go-to Advisors, Connected Expertise and Motivated Teams; and

- To develop an operational excellence approach across the division for all our teams and clients.

The Head of Operation’s key areas of responsibility will include:

- Provide direct operational support to the Head of Division and Partner team, attending Partner meetings; identifying, tracking and (where necessary) delivering actions and priorities.

- Provide support to Partners, liaising and coordinating with the firm’s Chief Operating Officer and business services leadership team / functions to ensure the Housing Management division gets the support it needs to perform well, deliver work efficiently and profitably and ensure teams are highly engaged.

- Directly manage the business support team in the division to ensure the operational and administrative needs of the division are met.

- Work with Client Partners and Team Leaders to ensure effective monitoring and delivery of client KPIs and other aspects of service delivery.

- Support workload allocation for the division by working with the Partners and the IT department to develop systems and reporting to objectively identify and manage capacity and ensure work is allocated fairly in the best interests of client service and the professional development of people.

- Progressing projects and initiatives that relate to operational improvement, efficiency, including working with client teams and the IT and Finance departments to deliver workflow improvements and internal and client reporting.

- Work with the Client Partners, the Firm’s Finance department, the EAs and the division’s lawyers to ensure budgets are effectively managed, bills are delivered in accordance with client requirements, WIP and profitability is monitored and issues escalated to the Client Partner where necessary.

- Work with the division’s Client Partners, HR Business Partner and the Firm’s Governance and Risk Team to develop and implement best practice and learning across the client teams to develop our lawyers and improve client service.

- Support the Partners in running the quality assurance programme, including file reviews, identifying lessons learned and turning these into actionable outcomes.

- Lead the implementation of firm wide projects within department, ensuring change is delivered consistently and tailoring where necessary.

Skills and Experience

The successful candidate is likely to be in an existing operational management / delivery role ideally in a professional services environment and will be able to demonstrate proven experience of:

- Building excellent relationships with colleagues, internal stakeholders and clients;

- Delivering process improvement and operational efficiencies;

- Project management, including the ability to juggle multiple priorities; and

- Financial management and reporting.

Experience and knowledge of the social housing sector is desirable but not essential.

Capsticks is an inclusive employer

At Capsticks we value diversity and we are committed to creating an inclusive and supportive working environment where everyone is able to be themselves and reach their full potential. Capsticks is committed to providing equal opportunities for all and therefore we welcome the unique contributions that you can bring in terms of your education, background, culture, ethnicity, race, nationality, sex, sexual orientation, gender identity, age, disability, neurodiversity, religion and beliefs.

We will make reasonable adjustments to our application and interview process to ensure that you have the best chance of success. We understand that there's not a "one size fits all" approach to adjustments so our team will work with you individually to understand more about your requirements.