Associate Business Manager

Overview

A Brief Overview

Leads part of a larger Resolution Center (RC) team or a smaller RC independently, focused on the case management and personnel management. 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.

Responsibilities

What you will do

• Oversees the case management of assigned associates to ensure that expectations are met with clients and panelists. 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.
• Collaborates with panelists to develop and administer their ADR practices; ensures alignment with company goals. Manages case files through the entire case lifecycle, including preparing panelist lists in partnership with the Arbitration Practice Team. Supports daily case management needs of all hearing types, ensuring timely and accurate follow-up on all client interactions. Builds professional relationships to assess satisfaction; identifies additional business opportunities. Serves as JAMS representative at local networking events. Maintains professional and effective communication with clients; supports the business development and growth of their assigned panelists' practices.
• 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.
• Partners with HR in hiring, training, and on-going support. Works to maintain high associate engagement levels throughout Resolution Center (RC). Coaches associates, trains and onboards new associates, conducts performance management and out counsels when warranted.
• Articulates, trains, and performs 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.
• Collaborates with Facilities and building management on upgrades, renovations, relocations / remodels, and day-to-day facilities issues. Collaborates with Finance on all billing issues including determinations on write-offs, refunds, panel rates, etc.
• 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.
• Other duties as assigned within similar scope.

Qualifications