Associate Business Manager

Responsibilities

• Oversight of case management of assigned associates to ensure expectations are met with clients and panelists.
• Management of case management team to ensure all files are administered at the highest level.
• Performance of case management duties and acting as a Subject Matter Expert (SME) in the arbitration process and procedure.
• Collaboration with panelists to develop and administer their ADR practices; ensure alignment with company goals.
• Management of case files through the entire case lifecycle, including preparation of panelist lists in partnership with the Arbitration Practice Team.
• Serving as JAMS representative at local networking events.
• Maintaining professional and effective communication with clients; supporting the business development and growth of their assigned panelists’ practices.
• Leading, coaching, and developing associates.
• Leading 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.
• Partnership with HR in hiring, training, and ongoing support.
• Working to maintain high associate engagement levels throughout Resolution Center (RC).
• Coaching associates, training and onboarding new associates, conducting performance management and counseling when warranted.
• Articulating, training, and performing 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.
• Collaborating with Facilities and building management on upgrades, renovations, relocations/remodels, and day-to-day facilities issues.
• Collaborating with Finance on all billing issues including determinations on write-offs, refunds, panel rates, etc.
• Providing client service (including panelists) through reviewing and responding to client feedback and identifying trends that impact the client experience.
• Soliciting panelist feedback regarding general status of RC.

Qualifications

• Bachelor's Degree in a related field.
• At least three years of legal services, legal department or law firm experience.
• Internal candidates: At least two years of proven ability as an ADR Specialist or Senior Case Manager with proven leadership qualities and a track record of “performs well” job performance.
• Good understanding of all case management processes, the legal industry including court processes, legal terminology and all ADR options including complex arbitration, mediation, and court reference matters.
• Ability to support budgeting, success measurement, expense management, A/R percentages, and interrelations of those areas and the overall impact on the business imperative.
• Ability to assess client satisfaction; identify additional client service opportunities; and implement strategies to strengthen client relationships, increase client retention, and resolve client issues.
• Understanding of the local market, the legal community, and business trends.
• Computer literate and proficient in all technololgy and software programs required for the position.
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast paced environment.
• High level of proficiency at verbal and written communication skills.
• Ability to manage conflict in a direct, solution oriented manner.
• Ability to operate Zoom software, connecting to Zoom sessions, and connecting audio calls to video calls.
• Prior experience with multimedia support (Zoom, HDMI connection to display, Creston).
• Ability to proactively verify and test existing A/V equipment.
• Ability to troubleshoot technical issues while working with remote IT support.