To ensure the legal support / workplace services team meet the
demands of the firm and its clients. This role will be responsible for
the successful delivery of a high-quality, client-focused legal /
workplace service, through the strategic and operational day-to-day
management of the team and will be the main point of contact for
ensuring operational excellence.
They will work closely with all members of the team focusing on
understanding the business and practice needs and work with the
Director of Workplace Services and Legal Support, Head of Workplace
Services and fee earners to strategically design and deliver
appropriately resourced administrative support services and deliver
exceptional client service.
Key Responsibilities
People Management
Manage legal support / workplace services teams in a proactive
manner, whilst ensuring individual performance levels are maintained
to a high standard. Such responsibilities to include regular
progress meetings and annual appraisals, probation reviews in line
with the competency framework, and objective setting
Ensure the smooth induction of new starters, transfers and
maternity returns to the department, ensuring awareness and
understanding of HR, department and client specific policies,
procedures and information
Act as a coach to develop team members to the highest standards
Identify appropriate training to support induction and personal
development through feedback, performance management and continued
assessment of training needs
Pastoral care and wellbeing team members
Management of Support Services
Manage legal / workplace services teams with a focus on service
delivery and excellence; resolve issues relating to staffing and
performance issues resources, working relationships and HR matters
Support resource management and business case for staff allocations
Work closely with the Director of Workplace Services and Legal
Support / Head of Workplace Services to support wider group. Ensure
full understanding of the groups aims and objectives
Develop relationships and proactively engage with the fee earners
to understand client specific requirements/SLAs/KPIs, and to ensure
the successful management and administration of practice area support
Responsible for ensuring the teams have a handle on the
prioritisation of work and work is shared where necessary
Ensure the teams work proactively and collectively for the benefit
of the business across their team and other teams as appropriate
Manage headcount in line with business needs and ensure business
case established where changes are required, drafting documentation
as requested
Manage the recruitment and selection process, ensuring recruitment
is within budget, alternative options have been explored and
appropriate business cases are provided
Keep abreast of issues, anticipate changes in demand/regulatory
changes and effect timely interventions to address the changes,
working with the appropriate Heads to introduce these into the service
Proactively and flexibly work with the other Legal Support /
Workplace Services Managers to improve the quality and efficiency of
legal / workplace support services provided to the business,
ensuring consistency of approach
Arrange and chair team meetings
Produce management information as required; Implement and review
team KPIs/SLAs, statistics etc. for ongoing monitoring of quality
and efficiency and performance management
Approval of overtime
Review processes and service provision, introducing
improvements/new services as appropriate; developing and managing
the current services being provided as well as considering future
changes in line with technology changes and the changing needs of
our clients/the business
Co-ordinate desk allocations, moves and changes in conjunction
with IT and Business Operations
Ensuring high standards of service are consistently maintained and developed
Quality of Service
Drive the delivery of exceptional client service, quality and
consistency across departments through ongoing process improvement;
review of systems and processes, capturing, sharing and implementing
best practice
Ensure full compliance by the teams of our policies and procedures
(e.g. Compliance, ISO, Finance), engaging with central teams where appropriate
Actively support and be a champion for department/firm
initiatives, engaging with central teams where appropriate and
driving implementation of changes
Lead on department projects, adopting common project methodologies
from initiation to completion and ensuring business requirements,
objectives and anticipated benefits are understood and achieved
Any other duties as required, commensurate with the level of the post
Essential Skills & Experience
Excellent communication skills with the ability to quickly
establish credible relationships at all levels
Experience of managing multiple stakeholders and leading change
Ability to balance conflicting priorities, be alert to potential
problems and challenge working practices;
Proactive, collaborative and forward-thinking
Confidential and discreet and able to appropriately ensure areas
of concern are managed and resolved effectively
Ability to identify and deliver improvements to processes and
systems to ensure efficiency and the drive to see projects through
from initiation to completion
Ability to lead, motivate and develop people
Attention to detail and the highest quality standards
Resilient with the ability to manage difficult situations
effectively and stay calm under pressure
Excellent influencing skills
Acts as a role model and mentor
Customer service focused
Technical Skill
Management qualifications or equivalent experience
Demonstrable experience of working in a management role in a legal
or professional service environment
Ability to build and maintain excellent working relationships with
all staff levels
Advanced Microsoft Office skills
The Firm
Clyde & Co is a leading global
law firm, specialising in the sectors that underpin global trade and
commercial activity, namely: insurance, transport, construction,
energy, trade and commodities. It is globally integrated, offering a
comprehensive range of contentious and non-contentious legal
services and commercially-minded legal advice to businesses
operating across the world. Clyde & Co is committed to operating
in a responsible way. This means progressing towards a diverse and
inclusive workforce that reflects the diversity of its communities
and clients, using its legal skills to support its communities
through pro bono work, volunteering and charitable partnerships, and
minimising the impact it has on the environment. The firm has 480
partners, 2400 lawyers, 3200 legal professionals and 5000 people
overall in over 60 offices and associated offices worldwide.
Our Values
Our values are the principles that
guide the decisions we make, unite us in our endeavours and
strengthen our delivery, for our clients and our firm. We:
Work as one
We are a globally connected team of talented people who act with a
firm-first mentality to achieve success
Excel with
clients We aim high and challenge ourselves to
deliver unique excellence for our clients, keeping them at the
centre of everything we do
Celebrate
difference We help each other to be at our best and
believe our differences result in greater achievement
Act boldly We
seek new opportunities, take action and learn as we go, recognising
that curiosity drives our development and contributes to growth
Business Services Competencies
Clyde & Co is committed to providing extensive, personal and
professional development opportunities for our people enabling them to
be highly effective in their current role as well as assisting them to
fulfil their career aspirations.
The competencies are used to inform all aspects of Business Services
career development. They vary across levels and different business
areas and fall under the following areas:
