Manager of Client Services Operations
- Lead, coach, and develop team leaders and client services staff to build high-performing, scalable teams.
- Oversee all client services activities supporting mass arbitration and mass tort matters.
- Design and manage programs that support secondary intake, medical record authorizations, supplemental filings, and client preparation for settlement.
- Ensure all client documentation and case information is complete, accurate, and collected in a timely manner.
- Manage workloads, staffing levels, and schedules to maintain service quality, accuracy, and efficiency.
- Conduct performance reviews, provide coaching and feedback, and address personnel issues, including corrective action when necessary.
- Use data and reporting to identify trends, performance gaps, and opportunities for improvement.
- Establish KPIs and develop action plans to drive results and improve client outcomes.
- Monitor attendance, role adherence, and scheduling to ensure appropriate coverage and resource allocation.
- Serve as a key point of contact between the legal team, communications, and operations.
- Ensure teams are informed of case developments and procedural changes in a timely and consistent manner.
- Support continuous improvement initiatives and special projects as assigned.
- Bachelor’s degree preferred.
- Minimum of 3 years of management experience over a customer service, client servicing or customer experience function.
- Strong coaching and leadership skills, with experience supporting both front-line staff and people managers.
- Familiarity with legal concepts and terminology preferred.
- Advanced Excel skills required; SQL experience preferred.
- Excellent verbal and written communication skills, including comfort presenting information to groups.
- Strong customer service mindset with a collaborative approach.
- Proficiency with office technology, including software applications and phone systems.
- Demonstrated empathy and professionalism when working with clients in sensitive situations.
- Experience managing remote or hybrid teams.
- Ability to manage multiple direct reports and competing priorities effectively.
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