General Manager

Employment Type: Full\-time, permanent

Location: Liverpool City Centre, in person

Reporting to: Managing Director

Hours: 37\.5 hours per week, Monday to Friday

The Company:

Part of the Handl Group of Companies, MLA is a recognised Tier 1 MedCo‑accredited provider, with over 35 years’ experience delivering expert reporting services that set the standard across the legal and insurance sectors.

Year on year, we deliver quality, efficiency, and value for money across a broad range of claim types, including RTA, Industrial Disease, Military Claims, and Housing Conditions Claims. Our reputation is built on operational excellence, compliance, and trusted relationships with law firms, claims organisations, insurers, and expert witnesses nationwide.

We continue to grow by doing things the right way \- the MLA way \- combining strong governance with practical delivery and a collaborative culture.

The Opportunity:

We are seeking an experienced General Manager to join the senior leadership team at an important stage in the company’s continued development.

The General Manager (GM) is a senior executive reporting to the Managing Director (MD), responsible for leading the day‑to‑day performance of the business and ensuring strategic objectives are translated into effective operational and digital delivery.

The role carries broad authority and accountability for execution across the business, including cross‑department leadership, decision‑making, and delivery of results. The GM will drive profitability, improve organisational efficiency, lead major projects, and ensure the business operates within robust governance and compliance frameworks.

The GM acts as a critical link between the Managing Director, directors, senior management, and operational teams, providing clarity of direction, pace of delivery, and consistent performance across the organisation.

This position will suit a commercially minded, delivery‑focused leader who enjoys working across departments, leading complex initiatives, and turning strategy into measurable results.

Key Responsibilities:

Strategy \& Executive Leadership

• Act as a senior executive reporting to the Managing Director (MD) to lead the execution of company strategy and business priorities.


• The General Manager holds responsibility for the line management of the Operations Director, Commercial Director and other departmental heads across Operations, Commercial, IT Account Management and Marketing. Department heads retain full accountability for the leadership and performance of their functions, with the General Manager providing strategic oversight, direction and alignment across the business, and working in close partnership with the Finance function rather than directly managing it.


• Translate company strategy into clear, deliverable plans with measurable outcomes.


• Take ownership of cross‑department initiatives and projects, ensuring alignment, pace, and delivery of results.


• Lead projects and programmes that flow across the business, breaking down silos and driving collaboration between directors, senior management, and operational teams.


• Make and own decisions required to progress business objectives, escalating to the MD where appropriate.


• Work closely with directors and senior leaders across departments to align resources, resolve issues, and achieve agreed outcomes.


• Provide clear leadership, direction, and accountability for execution across the organisation.


• Deliver clear, accurate, and timely reporting, insight, and recommendations on performance, risks, and opportunities to the MD.

• Work in close partnership with the Head of IT \& Projects to deliver the company’s IT and Digital Transformation strategy, ensuring technology enables growth, efficiency, scalability, and operational control.


• Support the delivery of the digital roadmap, translating business and operational needs into practical, high‑value digital solutions.


• The General Manager will partner with the Head of IT \& Projects to ensure that the organisation maintains a secure, compliant, and well\-governed technology and change environment, with appropriate controls applied across the wider business estate.


• Champion automation, system optimisation, and data‑driven decision‑making across the organisation.


• Act as executive sponsor for major IT and digital projects, ensuring delivery on time, within budget, and aligned to business objectives.


• Work closely with internal stakeholders across Operations, Finance, Compliance, and Commercial teams to identify and prioritise high‑impact digital initiatives.


• Work with the Head of IT \& Projects to ensure digital investment delivers measurable operational improvement and commercial return.

• Collaborate closely with the Operations Director to provide strategic leadership and oversight of the operations and supply chain functions, driving service excellence, efficiency, productivity and product quality to achieve market\-leading customer outcomes.


• Support, align, and challenge operational leadership teams to ensure consistent execution and high performance.


• Drive continuous improvement across operational efficiency, service delivery, and process effectiveness.


• Ensure operational plans are fully aligned to strategic, digital, and commercial priorities.

• Work in close partnership with the Commercial Director to provide strategic leadership and line management oversight of the sales function, driving sustainable revenue growth.


• Support, align and challenge sales leadership to ensure clear commercial focus, disciplined execution and high performance across the sales team.


• Ensure sales strategy, targets and activity are fully aligned with wider business objectives, client needs and long‑term commercial priorities.


• Provide oversight and direction on pricing, pipeline management and performance, while enabling the Commercial Director and sales leaders to run and develop their teams effectively.


• Provide strategic oversight of the marketing function, working with marketing leadership to ensure brand, demand generation and communications activity are fully aligned to commercial objectives and growth priorities.

• Lead, develop, and support senior managers and functional leaders.


• Set clear objectives, performance measures, and expectations across leadership teams.


• Build and maintain a high‑performing, engaged management team aligned to company values and goals.


• Foster a collaborative culture focused on ownership, delivery, and results.

• Ensure the business operates in full compliance with company policies, regulatory requirements, and best‑practice governance standards.


• Oversee operational, technology, and delivery risk, ensuring appropriate controls and mitigations are in place.


• Ensure IT systems, data security, and digital solutions meet required governance, security, and compliance standards.


• Act as a senior escalation point for issues that could impact performance, reputation, or regulatory standing.

Essential

• Proven experience in a senior general management, operational leadership, or executive role.


• Strong track record of delivering business performance, operational improvement, and profitability.


• Experience leading cross‑department initiatives and large‑scale change programmes.


• Experience leading or sponsoring digital transformation and IT‑enabled change.


• Commercially astute with strong financial and analytical capability.


• Experience operating within regulated and compliance‑led environments.


• Excellent leadership, communication, and stakeholder‑management skills.

• Experience within the legal or professional services sector is preferred and strongly advantageous, including exposure to law firms, claims management organisations, and/or expert witness agencies.


• Experience operating as a senior deputy or strategic partner to a Managing Director.


• Background in regulated industries or complex operational environments.


• Experience managing third‑party suppliers and technology partners.

• Salary: DOE


• Performance bonus: Up to 20%, linked to agreed KPIs


• Car allowance


• Pension: 5% employer contribution


• Hours: Full‑time


• Pension: Company pension scheme


• Healthcare: Private healthcare


• Holiday: 25 days annual leave plus bank holidays


• Location: Modern Liverpool City Centre offices


• Opportunity: Senior leadership role with genuine influence in a growing, well‑established business

• Casual dress

• Senior Leadership: 2 years (required)

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