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- Tasks: Lead the Operations Department, ensuring high service levels and team engagement.
- Company: Join a top UK conveyancing firm known for its customer-first approach and operational excellence.
- Benefits: Enjoy hybrid working, enhanced leave, casual Fridays, and a supportive culture.
- Why this job: Be part of a fast-paced, ambitious team focused on growth and high performance.
- Qualifications: Proven leadership experience in operations; familiarity with KPI frameworks and data-driven decision-making.
- Other info: Dog-friendly offices and a performance-related bonus scheme await you!
The predicted salary is between 60000 - 84000 £ per year.
Job Description
About Us
We are one of the UK’s leading specialist conveyancing firms, trusted by national developers, housing associations, brokers, and estate agents to deliver fast, consistent, and customer-focused legal services. We are a values-driven firm focused on customer-first service, operational excellence, and people development. Our culture is fast-moving, collaborative, and ambitious. We are looking for someone who will thrive in a business that is growing, evolving, and committed to being the best in the industry. As we continue to grow and evolve, we are now seeking a high-performing Operations Director to take ownership of the operational delivery and lead our team into its next phase of development and performance.
Your New Role
This is a hands-on, hybrid Operations Director/Manager role, responsible solely for leading the Operations Department, including Post Completions, Case Progression, and File Handling support functions. You will bring proven leadership experience from a similar role, be highly data-driven, and capable of designing, implementing, and reporting against bespoke KPIs and dashboards to improve efficiency, performance, and accountability across the department. A background in conveyancing or legal services is desirable but not essential—what’s critical is your ability to create structure, lead people, and embed a high-performance culture from the ground up. You will work closely with the CEO and other department leads to ensure the operational function is aligned to wider business strategy and performance objectives.
Responsibilities
- Lead and manage the day-to-day running of the Operations Department, including Post Completions, ensuring service levels, output quality, and staff engagement are consistently high.
- Introduce structure and rigour across the department by working directly with Fee Earners and Assistants, establishing clear expectations, ownership, and support mechanisms in the absence of a team leader structure.
- Design and implement all operational KPIs, service dashboards, and productivity reporting systems from scratch.
- Drive a data-led performance culture, ensuring metrics are visible, reported weekly/monthly, and used to shape decisions.
- Produce performance reports for the Board, and collaborate with other departments (Customer Experience, Finance, Commercial) to ensure full visibility of operational activity and impact.
- Monitor operational delivery against agreed SLAs, turnaround times, and internal service benchmarks.
- Oversee issue resolution, case escalations, and direct leadership on process improvements.
- Champion system and workflow optimisation, including maximising the use of Hoowla, our case management system, and relevant reporting or dashboarding tools.
- Build and maintain a strong, resilient team with a culture of accountability, ownership, and continuous improvement.
- Collaborate with IT, HR, Customer Experience and external consultants as needed to manage performance, resource planning, and compliance-related activities.
- Support with any other duties necessary with the level of responsibility of this role as needed.
Requirements
- Proven experience in a similar Operations Director or Senior Operations Manager role.
- Experience leading operational teams without middle management or team leader structures.
- Demonstrable track record of designing and implementing KPI frameworks, dashboards, and board-level reporting mechanisms.
- Technically confident with Excel, case management systems, and dashboard tools (e.g., Power BI, Salesforce, or similar).
- Strong leadership and communication skills with a visible, hands-on management style.
- Commercially aware and results-focused, with the ability to align operational output to wider business goals.
- High emotional intelligence and team-building capability; able to create cohesion and performance in support functions.
- A change leader: proactive, agile, and unafraid to challenge existing norms to deliver improvements.
- Familiarity with legal or regulated professional services (desirable but not essential).
Pay range and compensation package
Base Salary: £75,000 to £90,000 (dependent on experience)
In return, you can expect to work closely with an energetic team where your efforts and success will be noticed. We offer a competitive remuneration package as well as:
- Enhanced annual leave allowance including birthday leave.
- Dog friendly offices!
- Hybrid working arrangement: 4 days in the office & 1 day working from home
- Casual Fridays: Employees can enjoy a relaxed dress code and complimentary lunch on Fridays.
- Personal Development Plan tailored for your development.
- Supportive Culture: A friendly, family-like atmosphere with a focus on employee well-being and career development.
- Performance Related Bonus Scheme.
- A selection of breakfast items, hot and cold drinks.
- Free eye tests and discounted eyewear.
- Reward and recognition scheme: Employee of the month.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Operations Director employer: New Homes Law
Contact Detail:
New Homes Law Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Director
✨Tip Number 1
Familiarise yourself with the specific operational challenges faced by conveyancing firms. Understanding the nuances of this sector will help you demonstrate your ability to lead effectively and implement tailored solutions during interviews.
✨Tip Number 2
Prepare to discuss your experience with KPI frameworks and performance reporting. Be ready to share examples of how you've successfully designed and implemented these systems in previous roles, as this is a key requirement for the Operations Director position.
✨Tip Number 3
Showcase your leadership style by highlighting instances where you've built high-performing teams. Emphasise your hands-on approach and ability to foster a culture of accountability and continuous improvement, which aligns with the company's values.
✨Tip Number 4
Research the company's current operational processes and think critically about potential improvements. Being able to present thoughtful suggestions during your interview will demonstrate your proactive mindset and commitment to driving operational excellence.
We think you need these skills to ace Operations Director
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations management, particularly any leadership roles. Emphasise your ability to design and implement KPIs and dashboards, as well as your experience in managing teams without middle management.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and how your values align with the company's customer-first approach. Provide specific examples of how you've driven performance improvements in previous roles.
Showcase Data-Driven Achievements: When detailing your past experiences, focus on quantifiable achievements. Use metrics to demonstrate how you improved efficiency, service levels, or team engagement in previous positions.
Highlight Leadership Style: Clearly articulate your leadership style in your application. Discuss how you foster a high-performance culture and build cohesive teams, as these qualities are essential for the Operations Director role.
How to prepare for a job interview at New Homes Law
✨Showcase Your Leadership Skills
As an Operations Director, your leadership experience is crucial. Be prepared to discuss specific examples of how you've successfully led teams, especially in environments without middle management. Highlight your hands-on approach and how you foster a high-performance culture.
✨Demonstrate Data-Driven Decision Making
This role requires a strong focus on KPIs and performance metrics. Come equipped with examples of how you've designed and implemented KPI frameworks in previous roles. Discuss how you've used data to drive improvements and make informed decisions.
✨Understand the Business Strategy
Familiarise yourself with the company's mission and values. Be ready to explain how your operational strategies can align with their business goals. Showing that you understand their customer-first approach will demonstrate your commitment to their vision.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle challenges. Prepare scenarios where you've resolved issues or improved processes. This will showcase your proactive nature and ability to lead change effectively.