Operations Manager in Hampshire

Location - Winchester Hybrid working

The Team

Capsticks’ Regulatory Division is recognised as one of the leading practices in the country, consistently ranked in the top tier of Legal 500 and Chambers UK for Professional Discipline. Our unique blend of expertise in health, social care, and professional regulation sets us apart, and we’re proud to partner with organisations whose work genuinely makes a difference. Our purpose is simple: deliver results that matter. We are committed to putting people first, acting with integrity, and embracing a forward thinking, collaborative approach. With more than two decades of experience, we have managed many thousands of regulatory cases from initial investigation through to preparation and final presentation. We act for health and social care regulators, alongside regulators in legal services and education. Our team is proud to have been trusted to handle some of the most complex, sensitive, and high profile matters in the regulatory landscape. Our reputation is built on delivering proportionate, timely and high quality work, underpinned by a commitment to value for money. As a division, we are continuously at the forefront of regulatory developments, legislative change and best practice. With the depth of expertise, scale, and systems we have in place, we can deliver exceptional outcomes efficiently and consistently.

The Role

We are seeking an operationally focused Team Manager to lead the delivery of our fitness to practise work for one of our large regulatory clients. This role is central to the effective day to day running of the client team and plays a critical part in ensuring client needs are met through high quality, timely and efficient case delivery. The Team Manager will be responsible for the line management, development and performance of the paralegal team supporting the client account, as well as providing hands on operational support to the Client Account Lead (CAL). Acting as a trusted adviser, the role will provide day to day operational oversight, reporting and problem solving to support delivery against client expectations and contractual requirements. This is a varied role with competing priorities, requiring someone who can think clearly under pressure, balance immediate operational demands with longer-term improvement, and build strong, collaborative working relationships. The role sits alongside two peer Team Managers responsible for other regulatory client accounts, enabling shared learning, consistency and mutual support across teams. There is a strong emphasis on continuous improvement. The role will contribute to reviewing and improving processes, embracing technology and data to drive efficiency, consistency and quality across the team. Whilst the role doesn’t require in depth or detailed knowledge of the specific legal sector we operate in, we are looking for someone who has a natural inclination to ask ‘why’ and question embedded ways of working.

Main duties and responsibilities

• Paralegal Management
• Provide effective line management to the paralegal team, supporting performance, engagement, development and wellbeing
• Oversee daily workload allocation and capacity planning to ensure work is appropriately balanced and delivered within agreed timeframes
• Monitor delivery against targets, proactively identifying risks and intervening where performance or quality issues arise
• Support the escalation of complex queries, ensuring timely input from subject matter experts where required
• Lead onboarding, training, development and mentoring activity within the team to build capability and resilience
• Contribute to the development, documentation and maintenance of operational processes and procedures
• Actively promote consistent ways of working and continuous improvement across the team
• Operational Support to the CAL
• Act as a trusted operational adviser to the CAL, providing day to day support on delivery, resourcing, priorities and risks
• Produce, analyse and interpret operational and performance data to support client and internal reporting requirements
• Work closely with the CAL to ensure reporting meets client expectations, KPIs and supports effective decision making
• Identify opportunities to improve, streamline and automate reporting to increase efficiency, accuracy and insight
• Support the identification and implementation of process improvements, including the use of technology to enhance quality and efficiency
• Contribute to the development, testing and implementation of IT and system changes
• Actively support wider divisional initiatives, including training, EDI, technology improvements and quality management

Skill Set

• Proven experience managing people within a professional services or operational environment (legal or fitness to practise experience not essential)
• Strong people management skills, with the ability to support performance, development, engagement and wellbeing
• Quick learner, able to absorb and apply high level information and understand complex operational environments
• Excellent communication skills, with the ability to adapt style and approach for different audiences, including senior stakeholders and clients
• Strong operational judgement, with the ability to cut through complexity, focus on priorities and identify practical solutions
• Confident decision maker, able to challenge the status quo constructively and promote improved ways of working
• Proactive and intervention focused, with the ability to identify inefficiencies and address issues before they escalated
• Strong analytical capability, with confidence working with data to identify trends, risks and opportunities for improvement
• Experience producing or interpreting management information and performance reporting. Confident working with excel, SharePoint, word and PowerPoint.
• Continuous improvement mindset, with an interest in process design, technology and automation to improve efficiency and quality
• Resilient and organised, with the ability to manage competing demands and perform effectively under pressure
• Collaborative approach, with the ability to build strong working relationships across teams and function

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.