Litigation Operations Manager

The Litigation Operations Manager is responsible for the management and compliance of the litigation process in the Consumer Collections practice group.   This position provides client support and communication, quality assurance and process management of the internal litigation process and related civil process, development and maintenance of compliant policy and procedures, participation in the practice group management team meetings and decisions, management and development of litigation staff, and management of outsourced litigation resources/vendors.

Litigation Operations Responsibilities:

  • Manage the overall consumer collections litigation process and staff, including suit preparation, filing, service, hearings, and final suit disposition.
  • Coordinate and manage the flow of relevant client-provided documents in connection with preparing consumer lawsuits.
  • Regularly communicate suit status to clients and the consumer collections management team.
  • Assess, develop, implement, and monitor adherence to overall litigation policy and procedure in compliance with client work standards and statutory/regulatory standards.
  • Collaborate with the consumer collections management team in the process of onboarding new clients, including implementation of necessary adjustments to the litigation process.
  • Work with attorneys on escalated matters, arbitrations, trial prep and witness requests
  • Monitor and maintain recurring compliance training/testing for litigation operations staff in collaboration with the Compliance Officer.
  • Develop responses to client audit findings related to litigation operations.
  • Manage the litigation operations’ internal monthly audit process and develop appropriate response and resolution to exceptions noted.
  • Assist with handling of complaints/disputes processing and reporting
  • Perform other related duties as assigned by management and/or consumer collections attorneys

 Department Supervisory Responsibilities

  • Design and coordinate training for new staff and for the development of existing staff
  • Assist litigation staff with escalated questions/issues as they arise
  • Monitor individual staff caseloads, workflow and volume of work to optimize operational efficiency
  • Review and approve staff timesheets and PTO requests/scheduling
  • Prepare and communicate periodic performance evaluations of litigation staff
  • Develop performance improvement or corrective action plans, as necessary, in collaboration with Human Resources.
  • Manage workflow assigned to outsourced service vendors (e.g. PROVANA) in the performance of litigation-related tasks, monitoring quality and efficiency.

Knowledge, Skills, and Abilities Required:

  • Associates or Bachelors degree from an accredited college or university preferred
  • Minimum of 5 years of operational management experience, preferably in a professional or financial services operation
  • Legal education or paralegal experience preferred, including an understanding of the Rules of Civil Procedure and general litigation process
  • Intermediate to advance skill level in Microsoft Office Suite, including Word, Outlook, and Excel
  • Familiarity or experience with electronic filing systems
  • Proven ability to effectively delegate and direct team members
  • Demonstrated competence in training and developing staff
  • Proven ability to work in a team
  • Excellent verbal and written communication skills
  • Strong ability to analyze and problem solve
  • Ability to adhere to client standards and compliance requirements
  • Self-Driven/Motivated/Independent
  • Experience taking initiative and responsibility for one’s own work
  • Proven ability to prioritize work and efficient with time management of tasks
  • Proven ability to multi-task in a high volume, fast-paced work environment

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Shape919.250.2000 noun_20940@smithdebnamlaw