General Manager Liverpool City Centre

Part of the Handl Group of Companies, MLA is a recognised Tier 1 MedCo accredited provider, with over 30 years’ experience delivering expert reporting services that set the standard across the legal and insurance sectors. Year on year, we deliver quality, efficiency, and value for money across a broad range of claim types, including RTA, Industrial Disease, Military Claims, and Housing Conditions Claims. Our reputation is built on operational excellence, compliance, and trusted relationships with law firms, claims organisations, insurers, and expert witnesses nationwide. We continue to grow by doing things the right way, the MLA way, combining strong governance with practical delivery and a collaborative culture.

The opportunity is for an experienced General Manager to join the senior leadership team at an important stage in the company’s continued development. The General Manager (GM) is a senior executive reporting to the Managing Director (MD), responsible for leading the day-to-day performance of the business and ensuring strategic objectives are translated into effective operational and digital delivery. The GM acts as a critical link between the Managing Director, directors, senior management, and operational teams, providing clarity of direction, pace of delivery, and consistent performance across the organisation. This position will suit a commercially minded, delivery-focused leader who enjoys working across departments, leading complex initiatives, and turning strategy into measurable results.

Key responsibilities:

• Act as a senior executive reporting to the Managing Director (MD) to lead the execution of company strategy and business priorities.
• Provide line management of the Operations Director, Commercial Director and other departmental heads across Operations, Commercial, IT Account Management and Marketing.
• Provide strategic oversight, direction and alignment across the business, working in close partnership with the Finance function.
• Translate company strategy into clear, deliverable plans with measurable outcomes.
• Take ownership of cross-department initiatives and projects, ensuring alignment, pace and delivery of results.
• Lead projects and programmes that flow across the business, breaking down silos and driving collaboration.
• Make and own decisions required to progress business objectives, escalating to the MD where appropriate.
• Deliver clear, accurate and timely reporting, insight and recommendations on performance, risks and opportunities to the MD.
• Work in close partnership with the Head of IT & Projects to deliver the company’s IT and Digital Transformation strategy.
• Support the delivery of the digital roadmap, translating business and operational needs into practical, high-value digital solutions.
• Champion automation, system optimisation and data-driven decision-making across the organisation.
• Act as executive sponsor for major IT and digital projects, ensuring delivery on time, within budget and aligned to business objectives.
• Ensure digital investment delivers measurable operational improvement and commercial return.

Operational Leadership & Delivery:

• Collaborate closely with the Operations Director to provide strategic leadership and oversight of the operations and supply chain functions.
• Drive service excellence, efficiency, productivity and product quality to achieve market-leading customer outcomes.
• Support, align and challenge operational leadership teams to ensure consistent execution and high performance.
• Drive continuous improvement across operational efficiency, service delivery and process effectiveness.
• Ensure operational plans are fully aligned to strategic, digital and commercial priorities.
• Work in close partnership with the Commercial Director to provide strategic leadership and line management oversight of the sales function.
• Support, align and challenge sales leadership to ensure clear commercial focus, disciplined execution and high performance.
• Ensure sales strategy, targets and activity are fully aligned with wider business objectives, client needs and long-term commercial priorities.
• Provide oversight and direction on pricing, pipeline management and performance.
• Provide strategic oversight of the marketing function, ensuring brand, demand generation and communications activity are aligned to commercial objectives.
• Lead, develop and support senior managers and functional leaders.
• Set clear objectives, performance measures and expectations across leadership teams.
• Build and maintain a high-performing, engaged management team aligned to company values and goals.
• Encourage a collaborative culture focused on ownership, delivery and results.
• Ensure the business operates in full compliance with company policies, regulatory requirements and best‑practice governance standards.
• Oversee operational, technology and delivery risk, ensuring appropriate controls and mitigations are in place.
• Ensure IT systems, data security and digital solutions meet required governance, security and compliance standards.
• Act as a senior escalation point for issues that could impact performance, reputation or regulatory standing.

Skills & experience:

• Proven experience in a senior general management, operational leadership or executive role.
• Strong track record of delivering business performance, operational improvement and profitability.
• Experience leading cross-department initiatives and large-scale change programmes.
• Experience leading or sponsoring digital transformation and IT‑enabled change.
• Commercially astute with strong financial and analytical capability.
• Experience operating within regulated and compliance‑led environments.
• Excellent leadership, communication and stakeholder‑management skills.
• Experience within the legal or professional services sector is preferred and strongly advantageous.
• Experience operating as a senior deputy or strategic partner to a Managing Director.
• Background in regulated industries or complex operational environments.
• Experience managing third‑party suppliers and technology partners.

Performance bonus: Up to 20%, linked to agreed KPIs

Pension: 5% employer contribution / company pension scheme

Hours: Full‑time

Holiday: 25 days annual leave plus bank holidays

Location: Modern Liverpool City Centre offices

Opportunity: Senior leadership role with genuine influence in a growing, well‑established business