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The Epiq Project Director (PD) supports an assigned vertical market for Client Services. The primary role of the Project Director is to ensure that all matters within their assigned vertical are receiving the appropriate attention and direction from the Project Managers. PDs will be assigned special projects as part of the successful deployment of matters within their given vertical. PDs may have client facing assignments and need to develop their subject matter expertise. They will be engaged in a variety of roles and are a true utility player. This may include providing project management during times of heavy volume, providing on-site support for specific activities when necessary. PDs will work with most of our key departments including: Sales, Data Services, Web Development, Print/Mail Services, Call Center, Disbursements, Claims, Finance, and Legal. A PD has multiple areas for which they are accountable including:
Special Projects: As defined; takes on new assignments willingly and delivers consistently while keeping leadership and impacted parties appropriately updated; frequently will be brought into difficult or failing situations and will be on point to turn around the issues and get the client relationship and deliverables back on track
Client Relationship Oversight: For key clients within the assigned vertical, ensures that matters are being appropriately handled and that clients are not at risk; steps in and provides support and guidance when appropriate and escalates to leadership for awareness; engages directly with client when necessary and helps to define client needs internally so matter can be resolved appropriately and timely; understands internal structures, processes and limitations and accurately commits to clients based on realistic capabilities internally
Project Management: Timely and accurate execution of project deliverables and key milestones and tasks; oversight of the Settlement Agreement or other mandates/milestones; ability to drive deadlines with quality outcomes; ownership and accountability of the overall delivery for the client
Standard Measures: Meet billable hour goals and targets for utilization and quality; review key reports to ensure controls are being accurately utilized and expected work is occurring (i.e., EvA report); also ensure and validate invoicing when asked and close monitoring of capped accounts
Internal Collaboration: Ability to work internally to meet the needs of the client while building internal relationships; understand and learn the business areas that we depend on; support for new efforts and approaches; lessons learned implementations and feedback to others to encourage an environment of continuous improvement
Escalation Oversight: Understand escalations and incidents associated with matters in the assigned vertical; remedy root cause
Quality: Ability to identify important quality trends and to implement improvements; willingness to problem solve to identify root cause; provide feedback and coaching where appropriate to team
Reporting: Key weekly and monthly reports are complete, accurate and timely; knowledge of the data behind the reports specific to the assigned vertical and act promptly on trends
Required Qualifications & Characteristics
A minimum of 5 years of account management, client services and/or project management experience is required; preferably with budget responsibility for the project
Exceptional communication skills are required. The successful candidate will be comfortable speaking to all levels within an organization internally and externally. Written and verbal communications are a key part of this role.
Excellent computer skills, exceptional planning and organizational skills
Exceptional attention to detail is required.
Strong analytical skills
Excellent interpersonal skills and the ability to handle pressure
A Bachelor’s degree or equivalent experience is required.
Previous leadership experience with responsibility for basic supervisor duties (hiring, developing, disciplining staff)
Background in banking or financial services or previous class action administration is preferred.
Paralegal experience or JD is also highly desirable.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Epiq Systems, Inc. and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.