Sr. Client Intake Manager
- Recommend, collaborate and facilitate cross functional collaboration and knowledge sharing with Director of CIBO and Administrative Leadership to develop and implement client intake & file transition strategies, initiatives, and goals aligned with the firm’s strategic plan
- Establish new and streamline existing client intake & file transition processes.
- Evaluates department productivity; conducts audits and internal reviews to identify procedural gaps and implement corrective actions as necessary.
- Effectively communicates process updates, resolutions, and other departmental information at all levels of the firm including attorneys, staff, and the client intake & file transition teams.
- Provide strong leadership, coaching, and guidance to any direct reports and identify training needs to enhance their knowledge, skills and capabilities
- Lead the development and execution of a technology roadmap, prioritizing system upgrades, automation opportunities, and process improvements to drive operational efficiency and innovation.
- Establish strong working relationships at all levels of the firm, assisting with questions and escalations.
- Establish and reinforce project management and communication best practices by implementing structured, recurring weekly or monthly meetings with relevant stakeholders, including the Director of CIBO, administrative leadership, and direct reports.
- Create and analyze reports to ensure department productivity and accuracy.
- Evaluates client concerns promptly by assessing each situation and making appropriate decisions to resolve.
- Ensure department policy, process and procedure documents are up to date and implemented across the team.
- Work with department managers and supervisors to regularly monitor employee productivity and department staffing as well as evaluating work from home/hybrid agreements for efficiency.
- Ensure department managers and team are performing functions in line with established department processes, including ensuring orientation and training is being completed for all new department hires.
- Maintain working knowledge of client intake & file transition practices and industry trends.
- Maintain a regular in-office presence to support team collaboration, attend scheduled meetings, and perform tasks that require on-site access, while effectively managing responsibilities in a hybrid work environment .
- Lead, mentor, and develop a high-performing team.
- Foster a culture of innovation, collaboration, and continuous improvement.
- Act as a positive role model and mentor, promoting teamwork within the department with a commitment to providing superior service to the firm’s clients, attorneys and staff.
- Continuously evaluate department staff and roles to improve overall firm goals and employee satisfaction.
- Provide guidance, support, and constructive feedback to department leads in order to develop skills, and to manage client or system issues.
- Coach and mentor direct reports by setting goals, completing annual reviews and creating and implementing development plans.
- Recruit, interview, hire, and train new staff
- Conduct routine supervision and team meetings with direct reports
- Oversee the daily workflow of the team
- Provide constructive and timely performance evaluations
- Actively coach direct reports to maintain and enhance knowledge, skills and abilities
- Complete necessary manager administrative duties, including approving time off requests and approving timecards
- Bachelor's degree with a minimum of 7 years of relevant experience inclusive of 5+ years management/team leadership; law firm experience preferred
- Strong leadership skills including the ability to work well under pressure, facilitate solutions, and meet deadlines and milestones.
- Ability to manage multiple projects while prioritizing work assignments in a fast-paced environment.
- Proficient in all aspects of Microsoft Office
- Ability to quickly learn and proficiently utilize new software and other programs.
- Exercises good judgment and possesses good interpersonal communication skills.
- Works harmoniously and collaboratively with others as part of a team.
- Experienced in change management and implementing transformation initiatives.
- Team-oriented, proactive thinker with excellent leadership, analytical, and problem-solving skills.
- Skilled communicator with exceptional organizational, writing, interpersonal and customer service skills.
- Excellent analytical and problem-solving skills necessary to compile, analyze and interpret client data.
- May be requested to work beyond normal work hours and weekends for special projects
- May be required to work beyond normal work hours to complete monthly invoices
The salary range for this position is $85,000-$110,000. Actual pay may be adjusted based on experience and other job-related factors permitted by law. This position also offers bonuses, and a full benefits package. Our benefits package includes, but is not limited to, health insurance, dental insurance, life insurance, a 401(k) plan, flexible spending, and more. Goldberg Segalla isn’t merely a business—we’re a community. We value the diversity of our team and strive to create a collaborative and enjoyable culture for everyone, where leadership is rewarded, and efficiency, mutual respect, and working together for the common good are traits we all embody.
Goldberg Segalla is a national civil litigation firm with offices spanning major metro markets across the U.S., providing strategic coverage wherever our clients do business. As a firm of experienced litigators and trial attorneys, Goldberg Segalla's capabilities span business and commercial disputes, employment and labor, insurance coverage, product liability, and more. Today, our more than 500 attorneys are trusted counselors to public and private clients in key sectors and industries including construction and energy, transportation, manufacturing, retail and hospitality, and insurance.
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