Owen Reed is looking to recruit an authoritative and dedicated PA Manager to join a top law firm in London.

Department

The PA Manager sits within the 'Legal Operations Function', a multi-faceted function responsible for the high performance and smooth operation of the firm's legal departments.  Trusted support to Heads of Department (HoD), Legal Operations ensure everyone benefits from the best support and working practices the firm can offer.  Using a continuous improvement philosophy, Legal Operations identify and implement changes that enhance and improve the day-to-day operation of legal departments and service delivery efficiency.

The Role

Reporting to and working closely with the Head of Practice Support, you will play a pivotal role in the overall management of the firm's PA's. You will deliver a high level of client-oriented service and quality PA service, whilst demonstrating the ability to manage both self and others in order to contribute to the PA function. The emphasis of the role is to lead, manage and develop individuals and teams, and to promote cross-department working.

Key Responsibilities

People management, development and leadership

• Support Team Leaders to maintain efficient, effective and motivated teams, encourage and positively influence morale.
• Guide the Team Leaders in addressing performance and behavioural issues, identifying areas for improvement, escalating to Head of Practice Support or HR, in a timely manner.
• Where necessary, assist Team Leaders with the performance review process, attending review meetings and delivering objective and constructive feedback with a view to motivating and enhancing performance. Follow up on feedback with the lawyers where necessary.
• Lead and provide a responsive service by dealing with requests and concerns of key stakeholders, following up on feedback and providing solutions wherever possible.
• Use emotional intelligence and good judgment to manage complex 'people' related management issues, drawing on the support and guidance of the Head of Practice Support and/or HR where necessary.
• Work with Learning and Development and the IT team to identify skills gaps and training needs, and address through a variety of learning interventions across the function.
• Act as a role model always demonstrating exceptional behaviours.
• Conduct regular 1-1 meetings with PAs to provide guidance, support, and feedback from a pastoral perspective. Focus on nurturing their professional development and well-being, understanding their challenges, and addressing their concerns effectively, to ensure a harmonious work environment and enhance employee satisfaction.

Strategic thinking and change management

• Meet regularly with the Team Leaders to review the effectiveness of the PA team and suggest improvements.
• Meet regularly with Business Services managers to share best practice, support firm-wide initiatives and help implement processes, systems and training programmes.
• Attend and contribute to team and firm-wide meetings, identifying new ways of working and suggesting improvements to keep the PA and DP function responsive to changes in the business.
• Identify training needs and work with the Learning and Development team to deliver relevant training to the PA population.
• Actively promote an inclusive PA community in line with the firm's vision and values.

Resource and workflow management

• Support the Team Leaders in maintaining a high level of service to internal stakeholders, making recommendations where improvements can be made.
• Take ownership of day-to-day management of PAs in departments without appointed Team Leaders.
• Meet regularly with Partners and HR to discuss resourcing needs and allocations, and to suggest efficient solutions.
• Promote collaborative working and effective utilisation of resourcing across the business.
• Support recruitment campaigns by interviewing candidates and proactively identifying internal solutions, wherever possible.

Communication

• Demonstrate rapport, empathy, and professionalism when communicating with key stakeholders, as well as with the PA team itself.
• Draw on interpersonal skills to build and maintain collaborative working relationships with colleagues and clients, appreciating the need for sensitivity and diplomacy in certain situations.
• Demonstrate good judgement in determining whether to broach situations via email or face to face.
• Utilise internal and external networks to help progress work and devise effective solutions where needed.
• Liaise with business support departments and ensure key relationships are developed and utilised.
• Be comfortable having difficult conversations and constructively challenging the status quo.

Skills and Experience

• Proven people management experience, including awareness of HR processes and policies, such as performance management and feedback discussions.
• A proven ability to build relationships and influence senior management.
• Excellent interpersonal skills with the ability to build and maintain credible, effective working relationships.
• Ability to deal with difficult situations and stay calm under pressure.
• Exposure to positively implementing new processes and introducing new workflows.
• Efficient organisation skills, with a high degree of accuracy and an ability to prioritise an often conflicting workload.
• Able to work calmly and efficient under pressure.
• A proactive, 'can-do' attitude.
• Able to quickly build confidence, respect and trust with others.
• Have a positive approach to daily tasks and have a solutions-focused working method.
• Strong writing skills.

Key Stakeholders

• Legal Operations Director.
• Head of Practice Support.
• HR Business Partners
• The wider PA function.

We are excited to be moving from our London headquarters in Snow Hill, to a brand-new building in the City – Stonecutter Court. The move is expected to take place in early 2026.