Program Manager at Epiq Class Action & Claims Solutions in Salem, Oregon

Job Description:

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

Job Description:

Overview

This Epiq Program Manager (PM) assists The Program Director (PD), Remediation Director and Client Services Managers (CSM) with the program management of key banking and remediation matters. The PM plays a key role in interfacing between the Client, Client Services and Epiq operations. Internally, they coordinate with our Remediation Director, CSMs, a team of project managers or associate project managers, contract attorneys, data analysts, product developers, call center supervisors, disbursement specialists, and other personnel to ensure project deliverables are met.

This position will report to the Director of the Client Services Remediation Program Management Office (PMO). 

Essential Job Responsibilities

A PM must meet critical client requirements, including but not limited to, the following key areas:

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  Audit Program Management and Oversight – Manage the audit program within the PMO, including audit execution and resource management in partnership with Audit Supervisors that directly report to you, the PM. Responsible for continually monitoring, evaluating and guiding audit staff to meet deliverables on time, within budget and at the highest quality standards. Maintain proficient understanding of company policies and procedures, department goals, and business plan. Analyze team needs based upon predetermined business plan; identify areas of opportunity and recommend specific improvement methods for efficiency and service. Provide continued evaluation of processes and procedures.


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  Project Financial Requirements – Assist Program Director, Remediation Director and CSMs in providing timely and accurate budget/estimate review and management; monthly invoice review. Expected to meet billable hour goals and oversee that similar targets are met for direct reports.


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  Project Execution & Resource Management Oversight – Support the Director, PD and program team in monitoring, evaluating and guiding project staff to meet project deliverables on time, within budget and at the highest quality standards. Strategize, implement, and maintain program initiatives that adhere to organizational objectives. Understand how different verticals in the program interlink and overlap. Consistently applying performance standards and training to develop staff and build a high performing team of industry experts, passionate people managers, critical thinkers and strong problem solvers.


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  Risk Assessment and Quality Assurance – In conjunction with the Director, PD and CSM’s, develop and implement strategy for the audit team, including developing a robust risk mitigation plan. Maintain organizational standards of satisfaction, quality, and performance.


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  Process Improvements – PMs should consistently be looking for ways to improve Epiq processes and procedures to more profitably deliver services to our clients. Develop program assessment protocols for evaluation and improvement.


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  Stakeholder Relationships – Develop and maintain strong working communications, relationships and collaboration with internal partners. Act as a liaison between the Project Specialists/Attorneys, Project Managers, and Client Services management. Ensure communication is established between all parties.  Develop and maintain good working relationships with other departments to meet customer and employee needs. Foster a team environment and build cooperation between client services team members, intercompany team members, Epiq company team members. 


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  Client Interface – Successfully navigate and communicate with clients to ensure their needs are captured, met and addressed.  Manage escalated issues and incidents.

Required Qualifications & Characteristics

• 5+ years previous experience in program management, project management and team management.


• 2+ years previous experience in Audit management.


• A Bachelor’s degree is required. A Juris Doctorate (JD) or Masters of Business Administration (MBA) or similar advanced degree is preferred.


• A strong technical orientation, excellent computer skills, exceptional planning and organizational skills, and a keen attention to detail are all required.


• Outstanding communication skills are required. 


• Proficient Microsoft Office and O365 skills are required.


• Candidates with prior banking or financial service industry experience will be strongly preferred.  Prior client service/program/project management experience is also preferred.

Key Leadership Competencies

Fosters Teamwork: Provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork. Gives people latitude to make decisions based on their level, area of responsibility, knowledge and skills; encourages individuals and groups to set their own goals consistent with business goals.

Managing Change: Facilitates the implementation and acceptance of organizational change.

Strategic Agility: Clearly understands and articulates the business strategy; continuously ensures team and individual goals are aligned to broader strategic objectives, particularly when there is a change in direction; anticipates future consequences and trends, accurately including their potential impact; maintains broad business knowledge and perspective; creates new, competitive strategies aligned to the broader business strategy.

Influencing Others: Uses appropriate interpersonal styles to persuade others to accept a position or initiative that results in action to positively impact business results; assesses the current situation and adapts interpersonal style to suit the target audience; makes recommendations to achieve a specific impact, effect or course of action adopted by others; seeks mutually beneficial solutions; obtains cooperation from others, including those who are not direct reports.

Integrity: Behaves in an honest, fair and ethical manner; shows consistency in words and actions; does what she/he commits to doing; respects the confidentiality of information or concerns shared by others; is honest and forthright with people; carries his/her fair share of the workload; takes responsibility for own mistakes.

Client Focus: Takes action with the clients, both internal and external, and sees their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback.

Entrepreneurial Orientation: Proposes innovative business opportunities/ideas to customers and business partners; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals. #LI-SM1

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

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. 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.

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