Role Purpose
The Head of Operations is responsible for the end‑to‑end operational performance of the legal delivery within this conveyancing business, ensuring the efficient, compliant, and scalable delivery of residential property services. The role focuses on optimising throughput, improving client experience, managing regulatory risk, and enabling profitable growth in a conveyancing environment.
This role acts as the operational bridge between legal delivery, compliance, technology, and commercial performance.
Work Location
Hybrid but will require the person to be able to go to visit our office locations in Daventry, Leeds, Cardiff
Key Responsibilities
Operational Leadership & Delivery
- Lead all day‑to‑day conveyancing operations across teams, locations, and work types (sales, purchases and new build).
- Ensure files progress efficiently through each stage of the conveyancing lifecycle, improving velocity and reducing fall‑off.
- Embed clear service level agreements (SLAs) covering exchanges, completions, lender requirements, and client communication.
- Oversee pipeline management, capacity planning, and workload balancing across conveyancers and support teams.
- Represent the legal operations function to the Board, preparing material and attending meetings to ensure the Board are abreast of key activity and issues within this function.
Performance Management & Scalability
- Own operational KPIs including completions, time taken to take a new file through to exchange, fall‑through rates, conversion, complaints, and cost per matter.
- Drive continuous improvement initiatives to increase margin while maintaining quality and compliance.
- Enhance the existing operating models to support seasonal peaks and market volatility typical of the UK property market.
- Review and implement scalable processes and automation to support growth without proportional cost increases.
Regulatory Compliance & Risk
- Work closely with Compliance, the HOLP, HOFA and MLRO to embed full compliance with SRA or CLC regulatory frameworks, AML regulations, sanctions regimes, and lender requirements.
- Work closely with Compliance, HOLP, HOFA, and MLRO to maintain robust governance and risk management frameworks.
- Ensure adherence to Conveyancing Quality Scheme (CQS) standards where applicable and maintain lender panel eligibility.
- Via the Legal Directors, ensure complaint handling, file audits, and remedial action planning all take place and are effective.
Client & Lender Experience
- Champion a client‑centric operating model, ensuring clear communication, transparency, and consistent service.
- Strengthen relationships with lenders, brokers, estate agents, and introducers to support panel retention and growth.
- Ensure operational processes support high Net Promoter Scores (NPS) and strong online reputation management.
People Leadership
- Lead, coach, and develop our Legal Directors and Legal Managers within conveyancing.
- Build high‑performance, accountable teams with clear ownership and outcome focus.
- Support recruitment, onboarding, and retention strategies in a competitive conveyancing talent market.
- Embed a culture of continuous improvement and operational discipline.
- Embed our Simply organizational values to reinforce accountability for both performance and behaviours.
Technology & Process Optimisation
- Oversee the effective use of case management systems, third party tools, onboarding tools, AML platforms, LMS and Lender Exchange systems.
- Partner with IT and Legal Services leaders to introduce technology‑enabled process improvements.
- Ensure data integrity and reporting accuracy to support decision‑making at Board level.
Commercial & Financial Oversight
- Own operational budgets, cost control, and productivity metrics.
- Support pricing strategy by aligning cost‑to‑serve with profitability targets.
- Partner with Finance to forecast volumes, staffing needs, and revenue delivery.
Skills & Experience
Essential
- Senior operational leadership experience within UK residential conveyancing would be preferred.
- Strong understanding of conveyancing workflows, lender requirements, and regulatory obligations (SRA / CLC).
- Proven track record of improving throughput, reducing fall‑through, and scaling operations.
- Experience managing large, multi‑disciplinary teams in a regulated environment.
- Strong commercial and financial acumen.
- Demonstrated capability of driving change and leading initiatives to achieve performance targets.
Desirable
- Experience working in CLC‑regulated specialist conveyancing firms.
- Background in technology‑enabled or high‑growth conveyancing businesses would be preferred.
- Exposure to lender panel management and introducer‑led growth models.
Personal Attributes
- Operationally rigorous and commercially minded
- Comfortable operating at Board level
- Data‑driven with strong execution focus
- Calm under pressure in peak market conditions
- Credible leader with strong industry presence
What Success Looks Like
- Improved completion volumes and reduced cycle times
- Strong regulatory outcomes with minimal breaches
- High client satisfaction and low complaint ratios
- Scalable operations capable of handling market surges
- Reduced dependency on reactive or inefficient practices
- Enhanced Employee engagement and retention across our Legal population
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