Operational Team Leader
Job Title: Operational Team Leader
Direct reports: Paralegals
Reports to: Senior Operational Team Leader
Level: Team Leader
Purpose of the role
To lead, support and develop a team of paralegals, ensuring delivery of a high-quality service to both clients and legal teams. The Team Leader is accountable for driving performance, capability, engagement and continuous improvement across the paralegal community, whilst acting as the primary point of escalation for performance, conduct, attendance and wellbeing matters.
Working in partnership with fee earners, the Team Leader will ensure paralegals are equipped to meet the needs of clients and legal teams through effective coaching, performance management, training and support. The role will foster a culture of accountability, professionalism, continuous improvement and excellent client service.
Key Accountabilities
· Leadership, Resourcing & Team Development
o Lead, motivate and develop a high-performing paralegal team
o Manage recruitment, onboarding and resource allocation to meet business needs
o Set clear expectations on productivity, quality, client service and behaviours
o Deliver 121s, performance reviews and development plans, including involvement in the Paralegal Progression Programme
· Performance & Delivery
o Monitor performance against KPIs and objectives
o Use MI and data insights to identify trends and improvement opportunities, driving performance, productivity and efficiency
o Address underperformance, including formal processes where required
o Work with fee earners to align expectations, ensure delegation and delivery
o Identify knowledge gaps and implement targeted, bespoke development and training solutions
· Colleague Wellbeing & Employee Relations
o Act as the first point of contact for people related matters
o Manage attendance, wellbeing, return to work and absence processes
o Lead on disciplinary, performance and absence management processes, working with your Operations Manager and the People Team
· Stakeholder Management
o Build strong relationships across the whole business
o Act as escalation point for performance, quality and conduct issues
o Liaise with fee earners to onboard and develop paralegals in partnership
o Regularly gather and act promptly on feedback to improve individual and team performance
o Balance client, team and business need to achieve the right outcomes
· Continuous Improvement & Capability
o Facilitate and deliver training including induction and ad hoc sessions
o Contribute to talent mapping and wider people processes (midpoint/end of year reviews)
o Support the leadership team in completing and delivering the midpoint and end of year scores as well as supporting colleagues with their Personal Growth
o Promote a culture of accountability, innovation and continuous improvement
Skills & Experience
· Proven track record of leading and developing high-performing teams
· Strong Microsoft Office skills (Word, Teams, PowerPoint, Excel)
· Confident delivering 121s, performance reviews and development plans
· Drive performance through coaching, people management and accountability
· Experienced in attendance, wellbeing, return-to-work and employee relations
· Data-driven, using MI to inform decisions and improve outcomes
· Strong communicator, able to influence and handle challenging conversations
· Highly organised, able to manage competing priorities and deliver practical solutions
· Embrace new technology and supports teams through change
· Experience in legal or professional services desirable but not essential
Personal Profile
· Motivated people leader, passionate about performance and building team capability
· Brings energy, pace and focus in a fast-moving environment
· Leads with integrity, respect and strong personal accountability
· Sets clear expectations and standards, focusing on what good looks like
· Makes sound decisions aligned to company processes and objectives
· Creates a positive environment, role modelling company behaviours and values
Key Performance Indictors
KPIs and objectives will be agreed during regular one-to-one meetings, where performance, development needs, and support requirements will also be reviewed. KPIs are likely to include:
· Delivery of team productivity and performance targets
· Positive feedback from fee earners and the legal team
· Effective management of attendance, wellbeing, and employee relations
· Development and capability growth across the paralegal population
· Strong employee engagement and retention
· Identification and implementation of continuous improvement initiatives
Personal Development
There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law.
Working Hours
Full time – 35 hours per week. Agile working is fully supported but as this is a people leader role, on site presence may represent more than 50% of your working week.
Equal Opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.
We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.