Conveyancing Operations Manager

Job Description

Post title:Operations Manager Post holder :Reporting relationships:Head of OrganisationHead of Residential ConveyancingResponsible for:Overseeing the success of the training academy, via the Conveyancing Academy TrainerTechnical TeamTeam LeadersSecond hand property conveyancing teamsLiaises with:Head of Gordon Brown LawHead of Residential ConveyancingTraining Academy TrainerTechnical AdvisorsTeam MembersResidential Conveyancing AdminHRAccountsITMarketingClients and referrers of workOffshore TeamKey tasks:Overseeing and supporting the Training Academy Trainer to ensure the success of the Academy, long termManagement of staff within conveyancing teamsOperational management of file allocationOperational management of performance overallMaximise the performance of the teamTeam capacityManage day to day referrer relationshipsInitial complaint handlingContribute to and manage the implementation of the Business Plan / Budget and forecastsSchedule and coordinate department training as requiredContribute to business development and marketing as requiredDaily management of allocation of work to offshore resourcesThe following lists the Key Areas for which you are responsible and accountable. These are not totally exhaustive and your support is required in developing your Job Description.Training Academy

• To provide arms length support to the training academy via the Conveyancing Academy Trainer.

Department Management

• To ensure the effective supervision of staff within the department
• To lead on Residential Conveyancing department meetings
• To be supportive of both senior management, team leaders and team members
• To identify department initiatives and events
• To report any staff training issues which arise
• To ensure the effective management of conveyancing files across all teams
• To identify / monitor KPI figures in order that they are achieved e.g. number of completions / exchanges, billing figures, task completion and contracts exchanged
• To be responsible for the drafting / sending of regular departmental reports in a timely and proficient manner
• Where applicable, to liaise with referrers ensuring good relations are maintained
• To grow capacity within the team, via set initiatives
• Conduct audits as required
• To formulate and proactively and successfully manage referrers of business to the department
• To attend interviews and be involved in recruitment processes
• To review incoming post queues across the department on a daily basis
• To liaise with the offshore team on a daily basis
• To assign work on a daily basis to the offshore team and floating / support staff members

Capacity

• To compose and distribute capacity information to relevant persons
• To deal with the allocation of files to individual staff members, ensuring an effective spread of work amongst the team
• To manage holiday requests and ensure adequate holiday cover within the department
• To report capacity issues which arise

Referrer Management

• Alongside the Head of Gordon Brown Law and the Head of Residential Conveyancing to ensure issues are addressed and service levels maintained.
• To assist the Head of Department in arranging and attending review meetings with all referrers as appropriate

Complaints

• To provide support to team leaders as initial point of contact for client and referrer complaints
• To support with the handling of unresolved complaints.

Business Development and Marketing

• To co-ordinate with the Head of Department and Marketing Manager in setting and achieving development and marketing objectives

• To maintain existing relationships and establishing new contacts as applicable
• To manage relationships with clients and referrers of work

Client Care

• To ensure all clients are offered the best levels of service.
• To support with client queries where matters are escalated for technical expertise.
• To ensure clients are dealt with courteously and expeditiously, promoting a favourable image of the Firm at all times.

Keyskills :
ConveyancingManagementOperations ManagementOrganisational SkillsTeam Management