Recently, I had the opportunity to travel to Melbourne with our team to attend the Lawyers Weekly Women in Law Awards — an event that celebrates leadership, innovation and impact across the legal profession.
I was honoured to be named Legal Operations Professional of the Year 2025 and named a top 10 finalist in the overall Excellence Award.
The Legal Operations award recognises individuals who are not only supporting legal teams, but actively shaping how law firms operate, grow and deliver service. The criteria focuses on leadership, innovation, operational excellence and measurable impact — particularly in how systems, people and processes come together to drive performance.
While receiving the award was incredibly meaningful, it also felt like a reflection of something much bigger than an individual achievement. It represents the work we are doing at Resolve to rethink what legal operations can and should look like.
Building More Than Support
When I first joined Resolve, my role sat firmly within a traditional support function. Over time, that role has evolved into something far more strategic.
Today, my focus is not just on supporting lawyers — it is on building the infrastructure that allows them to perform at their best.
Over the past year, this has included:
- Restructuring the administration function into a clear, team-based model
- Recruiting and mentoring a values-driven operations team
- Implementing and optimising systems such as Leap, HubSpot, Aircall and SharePoint
- Embedding automation and AI to reduce inefficiencies
- Creating consistency across workflows and client experience
As the firm has grown significantly, our approach has been intentional. Growth without structure creates pressure. Growth with structure creates momentum.
Designing a Better Client Experience
Family law is inherently complex and often emotional. For clients, the experience of working with a law firm matters just as much as the outcome.
At Resolve, we have focused on designing an experience that feels calm, clear and human.
This doesn’t happen by chance. It is built through:
- Structured processes that remove uncertainty
- Systems that ensure communication is timely and consistent
- A team that is supported and aligned internally
When our people feel confident in how they work, clients feel it.
By embedding clarity into our operations, we are able to deliver a service that is not only efficient, but also empathetic and considered.
The Resolve Ethos
What makes Resolve different is not just what we do — it is how we think about it.
We are building a firm that is:
- Structured, not reactive
- Scalable, not stretched
- High-performing, but still human
There is a strong focus on accountability, collaboration and continuous improvement. We invest in our systems, but equally in our people.
The administration team is not viewed as a support function in the background. It is a core part of how the business operates and grows.
This shift — from support to strategy — is something I am particularly proud to be part of.
Looking Ahead
Winning this award has been a milestone, but it also reinforces what comes next.
Looking ahead to 2026 and beyond, my focus is on continuing to build:
- Scalable systems that support national growth
- Stronger integration of technology and AI
- Clearer pathways for team development and leadership
- An operations function that continues to set the standard in family law
Resolve is not just growing — we are building something designed to scale, without losing the clarity and culture that define us.
For me, that is the most exciting part.
Final Reflection
Legal operations is often invisible when it is working well. But when done right, it shapes everything — from how a team performs to how a client feels.
This award is a recognition of that impact, but more importantly, it is a reminder of the opportunity ahead.
We are only just getting started.