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A Brief Overview

Leads the team in a way that maximizes business and practice development and profitability; uncovers opportunities to improve performance both financially and operationally. Provides oversight to a large Resolution Center (RC) or a smaller RC if additional duties include a component of strategic initiative oversight.

What you will do

• Leads, coaches, and develops all Resolution Center (RC) associates. Leads performance and delivery of services focused on the client experience and operational excellence including escalating complex issues for guidances that impact clients, panelists, or associates.
• Oversees the day-to-day operations, including budget of the RC, to ensure that expectations are met with clients, panelists (judges and attorneys), and associates.
• Partners with HR in hiring, training, and on-going support. Works to maintain high associate engagement levels throughout RC. Coaches associates, trains and onboards new associates, conducts performance management, and out counsels when warranted.
• 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.
• Partners with Practice Development Manager(s) (PDM) to develop client relationships through networking events and collaboration with panelists to meet professional goals. Facilitates CLE and other educational programs/hosting events, etc., when necessary.
• Partners in the identification and recruitment of new panelists, in collaboration with manager or appropriate Senior VP. Conducts some initial meetings with panelists at SVP’s discretion.
• 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.
• Contributes to and executes on the strategic plan (case management/emerging markets/practice areas/technology working groups).
• Develops and implements strategic solutions that can improve client relations and client service.
• 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. Provides training, mentoring, coaching, and guidance to lower-level managers to assist them in performance improvement and accomplishment of business objectives.
• Depending on RC, oversees national projects requiring the utilization of niche employee skillsets.

Education (experience can be substituted for experience)

• A Bachelor's Degree in a related field. -Required
• Experience (education can be substituted for experience)

• 8-10 years at least eight years legal services office management or related experience. Internal candidates: 5-7 years as an Associate Business Manager, Business Manager, ADR Specialist, Senior Case Manager, or other senior level position with proven leadership qualities and a track record of “performs well” job performance. -Required
• 8-10 years of working in 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

• Demonstrated proficiency in 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 develop and implement 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

Travel Requirements:

Occasional regional travel. 20%