Probate Administration Manager
$29,000–$30,000 year
On-siteChaddesden, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Lead the probate administrative team to develop a consistent administrative journey, achieving all key KPIs and SLAs while fostering a culture of accountability and continuous improvement. Manage day-to-day operations, including case management system updates, workflow monitoring, and resource allocation during peak periods, ensuring 100% accuracy on client communications and timely complaint resolution. Collaborate closely with the legal team and Probate Managers to drive operational excellence, support recruitment and professional development, and implement process improvements such as transitioning to a paper-light environment.
Required Qualifications
- Leadership and people management skills
- Operational oversight capabilities
- Performance delivery skills
- Ability to lead, inspire, and develop a team
- Experience in fostering a culture of accountability, collaboration, and continuous improvement
- Recruitment and onboarding experience
- Communication skills for collaboration between admin and legal teams
- Ability to manage day-to-day operations of an administrative team
- Experience with case management systems (e.g., LEAP) and databases
- Workflow management and reporting skills
- Process improvement skills
- Resource allocation skills
- Data-driven decision-making skills
- Knowledge of legal, regulatory, and internal standards
- Ability to handle escalated complaints with professionalism and empathy
- Experience in achieving KPIs and SLAs
- Experience in managing peak periods and ensuring service continuity
- Experience in ensuring compliance with legal, regulatory, and internal standards
Desired Qualifications
- Experience in developing and delivering a consistent administrative journey
- Experience in managing the administrative workload
- Experience in achieving all key KPIs and SLAs
- Experience in collaborating with Probate Managers and the wider Legal Team
- Experience in operational excellence
- Experience in client satisfaction management
- Experience in continuous process improvement
- Experience in people management of administrative teams
- Experience in ensuring high engagement and effective performance
- Experience in creating and maintaining a positive working relationship
- Experience in driving the client journey
- Experience in proactive service and issue resolution
- Experience in ensuring timely, accurate communication
- Experience in ensuring 100% accuracy on all work sent to clients
- Experience in ensuring 100% of active matters are actioned on at least a monthly basis
- Experience in ensuring 100% accuracy in new matter and business book reporting
- Experience in delivering signed terms with effective and efficient onboarding processes
- Experience in achieving high team engagement and low attrition
- Experience in effective cross-functional collaboration with legal and probate management teams
- Experience in achieving high client satisfaction and positive feedback
- Experience in timely resolution of complaints and service issues
- Experience in effective use of LEAP with minimal exceptions and accurate reporting
- Experience in achieving departmental KPIs and SLAs
- Experience in documented and implemented process improvements
- Experience in scalable resource planning during peak times
- Experience in ensuring the onboarding process is efficient and effective
- Experience in progressing departments towards being paper-light
- Experience in working with the operations department to ensure accuracy in LEAP reporting
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