Manager, Client Services

Manager, Client Services

LaSalle Network is hiring on behalf of a leading Chicago-based law firm, seeking a Manager, Client Services. This firm combines top-tier legal talent with a strong technology, data, and analytics arm to manage large volumes of complex litigation efficiently. The Manager, Client Services will manage a team of client services specialists and oversee the day-to-day client services operations, ensuring that all required documentation, information, and case materials are gathered accurately and on time throughout each stage of the litigation lifecycle. This role plays a key part in maintaining high-quality client interactions while proactively driving process improvements and operational efficiency. The ideal candidate is a hands-on leader who excels at building engaged teams, improving workflows, and delivering an exceptional client experience. This is a hybrid position, requiring three days per week onsite in downtown Chicago, and two days per week remote. The role offers a salary range of $90,000–$130,000, plus a discretionary bonus and benefits including health, dental, and vision.

Manager, Client Services Key Responsibilities:

• Lead, coach, and develop team leaders and client services staff to build high-performing, scalable teams.
• Oversee all client services activities supporting mass arbitration and mass tort matters.
• Design and manage programs that support secondary intake, medical record authorizations, supplemental filings, and client preparation for settlement.
• Ensure all client documentation and case information is complete, accurate, and collected in a timely manner.
• Manage workloads, staffing levels, and schedules to maintain service quality, accuracy, and efficiency.
• Conduct performance reviews, provide coaching and feedback, and address personnel issues, including corrective action when necessary.
• Use data and reporting to identify trends, performance gaps, and opportunities for improvement.
• Establish KPIs and develop action plans to drive results and improve client outcomes.
• Monitor attendance, role adherence, and scheduling to ensure appropriate coverage and resource allocation.
• Serve as a key point of contact between the legal team, communications, and operations.
• Ensure teams are informed of case developments and procedural changes in a timely and consistent manner.
• Support continuous improvement initiatives and special projects as assigned.

Manager, Client Services Requirements:

• Bachelor's degree preferred.
• Minimum of 3 years of management experience over a customer service, client servicing or customer experience function.
• Strong coaching and leadership skills, with experience supporting both front-line staff and people managers.
• Familiarity with legal concepts and terminology preferred.
• Advanced Excel skills required; SQL experience preferred.
• Excellent verbal and written communication skills, including comfort presenting information to groups.
• Strong customer service mindset with a collaborative approach.
• Proficiency with office technology, including software applications and phone systems.
• Demonstrated empathy and professionalism when working with clients in sensitive situations.
• Experience managing remote or hybrid teams.
• Ability to manage multiple direct reports and competing priorities effectively.

If you meet the minimum qualifications and are interested in exploring this opportunity, apply today! Rachel Holmes LaSalle Network #LI-RH1