Operations Manager (Probate Services) in Maidenhead

Please note: This role is internally known as Probate Operations Manager. While the role sits within our Probate function, our focus is on recruiting an experienced operations leader with strong people management, performance, and process improvement skills. Previous probate experience is not essential, as technical training will be provided.

Full-time, Permanent | Maidenhead (Hybrid 3- days on-site) | £55,000 - £65,000 per annum depending on experience

Join Dignity's mission to transform the probate experience. Dignity Legal Services is building one of the UK's most modern, compassionate and efficient probate operations. Over the last year, we've grown from a team of 2 to 32 and we're only just getting started. We're creating a category-defining probate service: one that delivers a better, clearer and faster experience for families, supported by strong legal expertise and the operational discipline of a modern tech-enabled business. This is a rare opportunity to join at a pivotal moment not as a passenger, but as someone who will shape how we scale.

PURPOSE OF ROLE

This role manages a dedicated operational workstream team (comprising Case Managers, Probate Case Handlers, and Trainee / Apprentice Solicitors) to ensure high-quality, customer-centric probate service delivery in accordance with established Service Level Agreements (SLAs). The Probate Operations Manager owns complex and higher-value cases, provides technical oversight, drives process efficiencies, and mentors team members while working closely with Senior Case Managers and the wider management team.

PERFORMANCE MEASURES

• SLA Delivery: Consistent achievement of target turnarounds for customer case delivery and key operational milestones, ensuring the delivery of outstanding customer service measured via Trustpilot scores and NPS.
• Quality Assurance & Compliance: Maintenance of high-quality standards and accuracy in complex/higher-value probate and IHT applications through structured reviews.
• Team Leadership & Development: Effective team management, high engagement, and progression/mentoring of direct reports.

KEY RESPONSIBILITIES

• Team Leadership & Management: Line manage, recruit, onboard, and develop direct reports (including Case Managers, Probate Case Handlers, and Trainee Solicitors).
• Quality Assurance & Escalations: Perform early quality reviews of work prepared by Junior Case Managers and act as the primary technical escalation point for junior team members.
• Operational SLA & Process Improvement: Monitor workstream output to ensure SLAs are met, adopting process-orientated approaches to continuously improve ways of working.
• Financial Management: Oversee accurate and timely billing for all work completed within the assigned workstream.
• Mentoring & Support: Provide early people support, technical probate guidance, and continuous mentoring to developing staff and trainees.
• Cross-Functional Collaboration: Work closely with Senior Case Managers and the Director of Probate Operations to ensure aligned operational excellence across all probate operations.

WOULD SUIT SOMEONE WHO

• Is an experienced probate professional or operational manager.
• Has a strong technical background in complex estate administration and Inheritance Tax.
• Is a process-driven leader who thrives in a high-volume environment.
• Possesses strong quality assurance skills, and is passionate about mentoring, coaching, and supporting the career development of team members.

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Experience: Proven track record as an operational manager in a high-volume, customer-centric environment. Demonstrated experience leading and managing teams, including professional/legal staff. Experience handling complex, higher-value probate and estate administration cases.
• Education/Qualifications: Qualified Solicitor with growing Post-Qualification Experience (PQE), CILEx qualification, or equivalent deep operational management experience in probate legal services.
• Technical: Deep technical expertise in probate procedures, estate administration, and Inheritance Tax (IHT). Early quality assurance (QA) and technical file review capabilities. Confident in using legal technology, case management systems, and operational data tools.
• General: Strong process-orientated mindset with the ability to identify and deliver continuous improvements. Excellent empathetic, customer-focused communication and stakeholder management skills. Proven coaching, mentoring, and team leadership capabilities.

What We Offer:

• Annual salary of £55,000 - £65,000, depending on experience.
• 25 Days Holiday + Bank Holidays.
• BUPA Healthcare (Self).
• X2 Life Assurance.
• Pension Scheme.
• Hybrid flexible working (3 days in our Maidenhead office).
• Significant scope for growth and responsibility as the business scales.

What are the next steps?

To be considered for this role, please submit your application via the 'apply' button, where a member of our Talent Team will review your application.

FCA Regulation Statement: Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR). Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity and Inclusion Statement: Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.