LaSalle Network · 2 weeks ago
Manager of Client Services Operations
Chicago, IL
Contract
Hybrid
Mid, Senior Level
$90K/yr - $130K/yr
3+ years expLaSalle Network is hiring on behalf of a leading Chicago-based law firm, seeking a Manager of Client Services Operations. This role will manage a team of client services specialists and oversee day-to-day operations to ensure accurate and timely gathering of documentation throughout the litigation lifecycle while driving process improvements and operational efficiency.
Human ResourcesRecruiting
Hiring Manager
Rachel Holmes
Responsibilities
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
Qualification
Required
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
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
Preferred
Bachelor's degree preferred
Familiarity with legal concepts and terminology preferred
SQL experience preferred
Benefits
Health
Dental
Vision
Family Medical Leave
Worker's Compensation
Paid Leave
Sick Leave
Company
LaSalle Network
LaSalle Network is a leading provider of professional staffing and recruiting services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Infinedi Partners
2022-02-28Private Equity
Leadership Team
Krisi Rossi
National Search Leader
Sirmara Campbell Twohill
Chief Human Resources Officer
Recent News
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