The Firm

LHD Lawyers is a leading national law firm specialising in personal injury claims and legal matters that affect every day Australians. For over 35 years, we have been committed to delivering exceptional outcomes for our clients while providing an outstanding client experience.

With offices across Australia and continued national growth, we are focused on driving operational excellence, consistency and innovation throughout the firm. Every decision we make is centred on enhancing the client journey and ensuring our teams are equipped to deliver industry-leading service.

We are passionate about developing our people and creating an environment where employees can thrive, grow and realise their full potential. At LHD Lawyers, we foster a culture of collaboration, accountability and continuous improvement.

Role & Responsibilities

The Practice Manager is responsible for the effective day-to-day management and performance of the firm’s NSW and TAS personal injury practices. The role works closely with the Practice Director/Partner and central support teams to ensure matters progress appropriately, staff are supported and accountable, clients receive a high standard of service, and the practice meets the firm’s operational, financial and compliance requirements. The Practice Manager is responsible for operational management and does not replace the legal responsibility of the supervising solicitor or Director/Partner.

Practice & Matter Management

• Oversee the day-to-day operation of the practices.
• Monitor workloads, capacity and allocation of work.
• Monitor the progression of matters by performing regular velocity views and identify delays or inactive files to ensure practice hygiene.
• Ensure established workflows, processes and procedures are followed.
• Identify matters requiring escalation to the relevant Solicitor or Director.
• Monitor key deadlines, critical dates, and other workflow requirements.
• Identify operational issues and implement appropriate solutions.

People & Performance Management

• Manage the day-to-day performance of staff within the practice.
• Conduct regular one-on-one and team meetings.
• Monitor productivity, workload and performance against KPIs.
• Provide feedback and address performance concerns.
• Assist with recruitment, onboarding and probation reviews.
• Identify training and development requirements.
• Monitor staff engagement, morale, attendance and capacity.
• Escalate significant performance or employee matters to HR/Operations.

Financial & Practice Performance

• Monitor practice KPIs and overall performance.
• Monitor WIP, billing, recoveries and aged matters.
• Identify financial or productivity issues requiring attention.
• Work with the practice groups and the Directors to address WIP and billing issues.
• Report on practice performance to the Managing Director and Operations Director.
• Assist in implementing strategies to improve productivity and profitability.

Client Service

• Monitor client service standards across the practice.
• Identify and address delays in communication or service.
• Assist with escalated client concerns and complaints.
• Identify recurring client service issues and implement improvements.
• Escalate serious complaints or legal issues appropriately.

Risk, Compliance & Quality

• Support compliance with the firm’s policies, procedures and workflows.
• Identify and escalate potential risk or compliance issues.
• Assist with file audits and quality assurance processes.
• Monitor internal and external platforms to ensure compliance and identify delays or errors.
• Report to external stakeholders regarding file transfers, matter progression or disbursement extensions when applicable.
• Monitor compliance with file management and other practice requirements.
• Identify recurring errors or issues and coordinate appropriate training or corrective action.
• Work with Risk & Compliance on significant issues.

Recruitment, Training & Development

• Identify staffing and resourcing requirements.
• Assist with recruitment and selection.
• Support the onboarding of new staff.
• Monitor probationary employees.
• Identify individual and team training requirements.
• Work with HR and Training to support staff development and career progression.

Central Team & Stakeholder Management

• Act as the primary operational liaison between the practice and the firm’s central teams, including:
• Operations
• HR
• Finance
• Risk & Compliance
• Systems/IT
• Training
• Ensure issues are appropriately communicated, followed up and resolved.

Continuous Improvement

• Identify opportunities to improve practice efficiency and productivity.
• Review and improve workflows and processes.
• Identify opportunities to improve client service.
• Support implementation of firm-wide initiatives and systems.
• Share successful initiatives and improvements across the wider business.

Core Competencies

• Demonstrated experience managing multidisciplinary teams, including legal, professional services, or similar operational environments.
• Strong leadership, people management, and stakeholder engagement skills, with the ability to motivate teams and hold staff accountable for performance outcomes.
• Experience managing organisational performance through KPIs, reporting and continuous performance monitoring.
• Proven ability to drive operational improvement, organisational change and business efficiency initiatives.
• Strong commercial and financial acumen.
• Excellent problem-solving, critical thinking and decision-making capabilities.
• Exceptional written, verbal, interpersonal and communication skills.
• Highly organised, with the ability to manage competing priorities, workloads and deadlines effectively.
• High level of professionalism, discretion and confidentiality.
• Ability to work autonomously and collaboratively within a team environment, demonstrating a positive and proactive approach.
• Adaptable, flexible, and responsive to changing business needs.
• Strong attention to detail and commitment to delivering high-quality outcomes.
• Proficient in the Microsoft Office Suite.

Qualifications & Experience

• Proven experience in a Practice Manager, Office Manager, Operations Manager, or similar leadership role, preferably within a professional services or legal environment.