Business Manager - JAMS, Inc.

The BM is known as the “owner” of the Resolution Center (RC); BM actively leads the team in a way that maximizes business development and profitability and uncovers opportunities to improve performance both financially and operationally.

JAMS is committed to diversity and inclusion.

A Brief Overview

Leads a larger Resolution Center (RC) team or a smaller RC in a way that maximizes efficiencies, business and practice development, and profitability. Uncovers opportunities to improve performance both financially and operationally. Provides oversight to a small Resolution Center (RC) or assists higher-level managers with the day-to-day operations of a large or multiple small RCs.

What you will do

• Manages team performance through regular, timely feedback and the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development. Leads, coaches, and develops associates. Leads client service performance and delivery 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.
• Oversees the day-to-day operations, including the budget of the Resolution Center (RC), to ensure that expectations are met with clients, panelists (judges and attorneys), and associates.
• Partners with HR in hiring, training, and ongoing support. Works to maintain high associate engagement levels throughout RC. Coaches associates, trains and onboards new associates, conducts performance management, and counsels when warranted.
• Provides client service (including panelists) by reviewing and responding to client feedback and identifying trends that impact the client experience. Seeks solutions for potential problems impacting clients, associates, and panelists. Develops relationships with key clients. Ensures that new panelists feel welcome and oriented to the organization. Maintains professional and supportive relationships with panelists. Solicits panelist feedback regarding the general status of RC.
• Articulates, trains, and performs all JAMS policies and procedures that affect the overall management of case matters, including documentation, financial policies, and usage of JAMSware for all types of resolution services that the company and its panelists offer.
• 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.
• 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 identifying and recruiting new panelists in collaboration with a manager or appropriate Senior VP. Conducts some initial meetings with panelists at the SVP’s discretion.
• Drives work independently and escalates questions and issues as needed.

Qualifications

• Bachelor's Degree in a related field. Required
• 4-6 years of working in legal services office management or related experience. Internal candidates: 3-5 years as an Associate 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
• 12+ years of working in a legal or client experience field. Plus
• Must understand all case management processes, the legal industry, court processes, legal terminology, and all ADR options, including complex arbitration. (Required proficiency)
• 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 proficiency)
• 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 proficiency)
• Ability to develop and implement strategic solutions to improve client relations and service. (Required proficiency)
• Understand the local market, the legal community, and business trends. (Required proficiency)
• Computer literate and proficient in all technology and software programs required for the position. (Required proficiency)
• Ability to organize, prioritize, and manage multiple responsibilities and tasks in a fast-paced environment. (Required proficiency)
• High level of proficiency in verbal and written communication skills. (Required proficiency)
• Ability to manage conflict in a direct, solution-oriented manner. (Required proficiency)
• Ability to operate Zoom software, connect to Zoom sessions, and connect audio calls to video calls. (Required proficiency)
• Prior experience with multimedia support (Zoom, HDMI connection to display, Creston). (Required proficiency)
• Ability to proactively verify and test existing A/V equipment. (Required proficiency)
• Ability to troubleshoot technical issues while working with remote IT support. (Required proficiency)