Overview

Leads part of a larger Resolution Center (RC) team or solely a smaller RC focused on the case management function. Seeks to maximize efficiencies and profitability. Supports opportunities to improve performance both financially and operationally. Supports higher level manager in the day-to-day operations of the RC and, where necessary, business development. Provides oversight to a case management team.

Responsibilities

• Oversees the case management of direct reports to ensure that expectations are met with clients and panelists (judges and attorneys). Manages the case management team to ensure all files are administered at the highest level. Performs case management duties and acts as SME in the arbitration process and procedure. -40%

• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Leads, coaches, and develops associates. Leads the performance and delivery of client service through associate and panel development focused on the client experience, operational excellence, and case management including escalating complex issues for guidance that impact clients, panelists, or associates. -20%

• Partners with HR in hiring, training, and on-going support. Works to maintain high associate engagement levels throughout Resolution Center (RC). Coaches associates, trains and onboards new associates, conducts performance management and out counsels when warranted. -10%

• Provides client service (including panelists) through reviewing and responding to client feedback and identifying trends that impact the client experience. Seeks solutions for any potential problems that impact clients, associates and panelists. Develops relationships with key clients. Ensures that new panelists feel welcome and oriented to the organization. Maintains professional and supportive relationship with panelists. Solicits panelist feedback regarding general status of RC. -10%

• Articulates, trains, and performs in accordance with all JAMS policies and procedures which affect overall management of case matters including documentation, financial policies, and usage of JAMSware for all types of resolution services that company and its panelists offer. -10%

• Collaborates with Facilities and building management on upgrades, renovations, relocations/remodels, and day-to-day facilities issues in the absence of an Assistant Manager, Facilities & Administration and collaborates with Finance on all billing issues including determinations on write offs, refunds, panel rates, etc. -10%

Qualifications

Education (experience can be substituted for education)

• A Bachelor's Degree in a related field. -Preferred

Experience (education can be substituted for experience)

• 3-5 years at least three years of legal services office management or related experience. Internal candidates: At least one year of proven ability as an ADR Specialist or Senior Case Manager with proven leadership qualities and a track record of “performs well” job performance. -Required
• 1 years legal or client experience. -Preferred

Skills

• Must have a good understanding of all case management processes, the legal industry including court processes, legal terminology and all ADR options including complex arbitration. -Required

• Ability to support budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative. -Required

• Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues. -Required

• Ability to support the development and implementation of strategic solutions that can improve client relations and client service. -Required

• Understands the local market, the legal community, and business trends. -Required

• Computer literate and proficient in all technology and software programs required for the position. -Required

• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast paced environment. -Required

• High level of proficiency at verbal and written communication skills. -Required

• Ability to manage conflict in a direct, solution oriented manner. –Required

• Ability to operate Zoom software, connecting to Zoom sessions, and connecting audio calls to video calls. -Required

• Prior experience with multimedia support (Zoom, HDMI connection to display, Creston). -Required

• Ability to proactively verify and test existing A/V equipment. -Required

• Ability to troubleshoot technical issues while working with remote IT support. -Required

General Physical Requirements, Activities, and Working Conditions

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and/or a plus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

“All applicants for employment will need to show proper proof of being fully vaccinated against Covid-19 at the time they commence employment. JAMS will consider all requests for a reasonable accommodation exempting any person from this requirement in accordance with applicable law.”