Associate Business Manager

What You Will Do

• 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 a Subject Matter Expert (SME) in the arbitration process and procedure.
• 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.
• Promotes client service by providing client feedback and identifying trends that impact the client experience.
• Solicits panelist feedback regarding general status of RC and ensures that new panelists feel welcome and oriented to the organization.
• Maintains professional and supportive relationships with panelists.
• 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.
• Other duties as assigned within similar scope.

About the Role

A 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, including case management and, where necessary, business development. Provides oversight to a case management team.