Operations Manager

Contract Type
Practice Area
£48,000 pa
The Law Society of Scotland is the professional body for over 12,000 Scottish solicitors and was established in 1949. We have an overarching objective of leading legal excellence, and strive to excel and to be a world-class professional body.

Job Description

An opportunity has arisen to join the Professional Conduct team as an Operations Manager, £48,000 pa.

The Team:

The Professional Conduct Team handle all conduct complaints against Scottish solicitors, executry and conveyancing practitioners. We investigate and report on the conduct complaints and the Professional Conduct Sub Committees (PCSCs) make the decisions on whether the complaints should be upheld or not. The PCSCs may impose sanctions on the solicitor if a complaint is upheld or refer them to the independent Scottish Solicitors Discipline Tribunal for prosecution.

The Role:

Reporting to the Head of Professional Conduct, the Operations Manager is responsible for providing day to day operational management of the Professional Conduct Team to ensure the fair and proper investigation of conduct complaints. The successful candidate will co-manage a team of 13 Reporters to the Professional Conduct Sub Committees along with the Complaints Manager and be directly responsible for the line management of 6 Reporters. In addition to guiding and developing the team, the role includes:
•Line managing 6 Reporters to the Professional Conduct Sub Committees (PCSCs). Including performance management, quarterly appraisals, all HR related duties and dealing with complaints from complainers and solicitors against direct reports.
•Developing and training Reporters, Clerks to the PCSCs, members of the Professional Conduct Sub Committees and the Complaints and Oversight Sub Committee in relation to the complaint process, the legislation governing the handling of complaints and relevant case law.
•The allocation of new complaints to team members, taking into account balancing workloads, changing priorities, subject matter and complexity of complaints.
•Monitoring and quality controlling investigations & reports. Provide mentoring and guidance to team members. Quality check reports and provide constructive feedback.
•Ensuring efficient systems are in place for the operation of complaints investigations and determinations.
•As part of the Professional Conduct management team collaborating in the implementation of strategies and processes for improved efficiencies to deliver change to processes and ways of working
•Working with external stakeholders, such as the SLCC and supporting the Head of Professional Conduct with a range of stakeholders.
•Managing resources by reference to statistics for distribution of caseloads & planning. Identifying KPI targets and performance levels for the team and individuals through benchmarking and information from management reports in Visual Files and other measures. Develop and provide regular reports for the Board and Regulatory Committee.
•Managing Subject Access Requests for data, providing the response on behalf of the Society, liaising with the Data Protection Officer. Includes training & development of the team to ensure compliance.
•Managing data security and destruction process for the team.

The Candidate:

The successful candidate will be an excellent communicator, an experienced people manager as well as a team player, resilient, and comfortable with delivering change. In additional, the successful candidate will have or be:
•Scottish Solicitor with an unrestricted practicing certificate
•Extensive experience of handling professional conduct complaints, preferably within legal services
•Experience of managing a team
•Demonstrable success in change management and/or performance/process improvement initiatives
•Experience of delivering priorities within operating plans which align to organisational strategic objectives
•Track record of working successfully with committees
•Used to handling a high-volume workload in a fast paced environment, working to strict timescales
•Experience of quality control including the preparation and interpretation of statistics and management data
•Experience of dealing with subject access requests under the Data Protection Act.
•Good presentation skills

As an organisation our values are respect, openness, progress, inclusion and integrity. We strive to embed these in all our interactions with colleagues, members, stakeholders and members of the public.

Click 'apply now' to be directed to our website for more information on this position and to apply.

Please note that only applications submitted in the correct format will be considered.

This vacancy will close at noon on Monday 12 October 2020.

No CVs or Agencies please