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Manager of Client Services at Epiq Class Action & Claims Solutions

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Lake Success, New York

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

  • Foster development, provide guidance on career path and training/opportunities throughout the organization, as well as identifying High Potential employees and working with them on Development plans, specifically with regard to employees working on securities class action administrations

  • Creation of succession plans for future leaders in anticipation of own advancement

  • Empower teammates and direct reports to take ownership and responsibility and be accountable for actions

  • Deliver yearly performance review for direct reports, provide feedback on performance and set/help achieve goals

  • Take point on hiring new employees to team, working with the recruiting group on vetting candidates and leading the interview process for direct reports

  • Manage performance, hold direct reports to high standard and accountable for initiatives/goals

  • Work closely with Regional Director / HR business partner to manage team performance and put appropriate disciplinary documentation in place where necessary

  • Review, approve, and submit timesheets according to the Epiq Time Entry Policy

  • Coordinate with Director on pay changes for direct reports

  • Facilitate the training and on‐boarding of new team members to ensure they are appropriately oriented to Epiq protocols, standards, and technology

Client Engagement:

  • Facilitate weekly/monthly status calls and reporting, weekly executive summaries regarding team and account activity, as well as ensuring client playbooks are developed and maintained for key client accounts

  • Participate in on‐site meetings/social events with clients as well as quarterly business reviews

  • Champion client escalations by being the first escalation point and escalate to Director and beyond when appropriate

  • Participate and/or lead kickoff calls or high‐level design calls with client in addition to preparing monthly forecasting and client cost estimates where appropriate

  • Provide advice/guidance on workflow and process used throughout projects, keeping in mind Epiq best practices

  • Take point on research efforts for substantiate client issues that arise in securities class action administrations and provide proactive communication to client and internal stakeholders

  • Coordinate resourcing from outside project teams when projects encounter the need for surge support. In addition, coordinate with Director on arising business needs and new positions required to support growing accounts, such as a Project Director

  • Instill confidence with the client and serve as the public face of Epiq’s high‐quality securities class action service delivery offering, measured through CSAT (client satisfaction surveys)

  • Serve as a key liaison with key client representatives and owns the service delivery relationship for assigned projects, these relationships will be focused on the securities class action market

  • Achieve manager project and revenue utilization targets as set per region

Internal Partnership & Initiatives:

  • Liaise on behalf of direct reports to interact with other teams such as Operations, Event Management, Continuous Improvement, etc.

  • Participate in process improvement initiatives across organization; working with teammates to standardize and improve the customer experience

  • Participate in personal professional development across the department – PM Retreats, RCA Training, other

  • Coordinate with Client Services Managers from different regions to best serve global clients

  • Provide managerial and strategic guidance to the development and improvement of Epiq's best practices for Client Services, specifically for securities class actions,  as well as cross‐functionally with eDiscovery business units

  • Set example for displaying and communicating company values

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Epiq 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.