Client Services - Associate Business Manager, ADR

Veritext•Birmingham, AL

8d•$75,000 - $95,000•Hybrid

About The Position

Providing our clients with exceptional service is the foundation of our business. The Associate Business Manager (ADR) is responsible for the day-to-day leadership of office operations, staff performance, and dispute resolution matter administration. This role serves as the first formal level of people leadership within the organization and is responsible for ensuring operational excellence, exceptional client service, staff development, and efficient workflow management. The Associate Business Manager partners closely with the Business Manager and other business leaders to support operational objectives, employee engagement, business performance, and organizational growth. While serving as a people leader, the Associate Business Manager maintains the ability to independently administer dispute resolution matters and provide operational support as business needs require. Please note this is for future openings.

Requirements

Bachelor's degree or higher preferred.
5–8 years of ADR, legal operations, professional services, case management, or related experience preferred.
Previous experience leading projects, mentoring associates, or supervising staff preferred.
Demonstrated experience managing client relationships and operational workflows.
Experience working in a fast-paced client service environment preferred.
Strong leadership and people management skills.
Strong knowledge of dispute resolution matter administration and ADR operations.
Excellent coaching, mentoring, and employee development capabilities.
Strong organizational and operational management skills.
Exceptional client service and relationship management abilities.
Excellent verbal and written communication skills.
Ability to manage multiple priorities and competing demands.
Strong problem-solving, decision-making, and conflict resolution skills.
Ability to drive accountability while fostering a positive team environment.
Proficiency with Microsoft Office and organizational systems.
Ability to maintain confidentiality and exercise sound judgment.

Responsibilities

Directly supervise, coach, and develop assigned associates.
Conduct performance evaluations and provide ongoing coaching and feedback.
Support employee development through training, mentorship, and career pathing discussions.
Assist with recruiting, interviewing, hiring, onboarding, and training activities.
Foster a positive, collaborative, and accountable work environment.
Support employee engagement, retention, and professional growth initiatives.
Address employee concerns and performance issues in partnership with leadership and Human Resources as appropriate.
Oversee daily office operations and workflow management.
Monitor staffing levels, workload distribution, and operational effectiveness.
Ensure adherence to organizational policies, procedures, and service standards.
Identify opportunities to improve operational processes, workflows, and efficiency.
Support implementation of office, regional, and organizational initiatives.
Assist leadership in achieving operational and business objectives.
Support exceptional service delivery across all dispute resolution matters.
Assist in resolving escalated client, counsel, and neutral concerns.
Build and maintain strong professional relationships with clients, counsel, and neutrals.
Promote a culture of responsiveness, professionalism, and service excellence.
Support client engagement and relationship-building initiatives.
Maintain the ability to independently administer dispute resolution matters.
Provide case management support during periods of high volume, staffing transitions, absences, or other business needs.
Serve as a resource for associates regarding matter administration, client service, and operational best practices.
Assist with resolution of complex operational and matter-related issues.
Oversee maintenance and operational readiness of office facilities.
Coordinate facility repairs, maintenance requests, and vendor services.
Ensure hearing rooms, conference rooms, and client-facing spaces meet organizational standards.
Support office safety, security, and business continuity initiatives.
Support marketing, practice development, and consultative selling initiatives.
Reinforce practice development efforts through coaching and leadership of operational staff.
Promote awareness of neutral expertise, organizational capabilities, and ADR services.
Support client events, educational programs, sponsorships, and engagement activities as assigned.
Provide operational coverage and leadership support during staffing changes and business transitions.
Collaborate with Finance, Marketing, Practice Development, and Systems Administration teams to support business objectives.
Participate in office, regional, and organizational initiatives.
Support continued ADR integration and alignment efforts across businesses.

Benefits

Competitive compensation and total rewards package
Comprehensive medical, dental and vision insurance
Hybrid or remote work structure
Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 4 personal days, vacation, sick and discretionary time)
Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
Matched 401(k) to help you save for your future
Pet insurance to help your pet(s) live a long and happy life
Flexible Spending Accounts (healthcare, dependent care, transit & parking)
Company-paid life insurance as well as short-term and long-term disability insurance
Learning and development opportunities to advance both personally and professionally
Veritext Summer Camp – a fun-filled culture building and learning experience
Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!