Senior Legal Operations Manager

Key areas of responsibility:

• Providing  support to management in directing and overseeing the Company’s  operations  across the various channels and  various stakeholders
• Exposure to Call centre environment, and the aptitude to provide management with support, guidance, oversight and provide reporting to all stakeholders
• Evolving the customer service experience to create engaged customers and be able to implement initiatives driven towards TCF and NPS
• Developing and deploying customer care strategies and operational plans focused towards the achievement of the objectives of the business.
• Demonstrate understanding of short term regulatory requirements – legal,  risk , compliance, POPIA  and internal control management across operations
• Management and tracking of key metrics for the division – proactively deploy plans to address high risks identified.
• Strong focus on implementation of projects and have demonstrated history of delivery of key projects
• Proactive – capable of identifying and initiating changes in terms of business  processes
• Plan, monitor, manage and engage with a team of skilled Legal Management / Non Legal professionals and ensure that you are able to support, guide and develop them towards the achievement of the company strategic objectives. Determine training needs of direct reports and to develop career paths for the teams
• Hold Managers accountable for   developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Analytical skills to address and understand the data communicated and define action plans through the identification of trends; recommending system improvements or process changes.
• Assign, coordinate and monitor projects and report on this
• Regular review of all processes, policies and systems and ensure that this aligned to best practises.
• Drive continual improvement in people, technical, processes and product design and ensure that this is underpinned by product analysis / competitor analysis.

• Foster a culture of  performance coaching, career planning and goal setting to ensure a positive team culture with strong positive engagement within the division
• Track against budget for the division

Required qualifications:

• B Comm  LLB degree /  Admitted attorney or
• Business Administration / Operations qualifications, and
• Compliance / Regulatory qualifications would be beneficial
• at least 5 years operations experience, specifically at a management level