Head of Operations
Hearings and Reservations Management; Customer Relations
Between (~ to ~), subject to an assessment of the experience and qualifications of the candidate.
The Asian International Arbitration Centre (AIAC) is seeking a Hearings Manager to support the Operations Department with processes to ensure effective and efficient management of the Centre’s hearings/meetings processes. The role includes liaising with members of the public, internal and external stakeholders; as well as providing excellent, proactive and independent administrative coordination of the Reservations Team, with the support of the Facilities’ Officers, IT and AV Support Executives (collectively referred to as “Hearing Support Officers”).
The Hearings Manager has operational responsibility to coordinate all hearings and meetings, including those held on virtual platforms that are offered by the Centre. He/She will manage a team of front-desk receptionists (Reservations Team), and will work closely with the centre’s Hearing Support Officers.
With the support of the Reservations Team and Hearing Support Officers, the Hearings Manager shall ensure that each hearing/meeting reservation runs in accordance with the AIAC’s policy and procedures. The Hearings Manager shall oversee the following arrangements on a daily basis: Physical and Virtual Hearings/ Meetings/ Conference setups, Hybrid Hearings, Court Recording and Transcription (CRT) setups, Translation and Interpreter requests, audio/visual (AV) and microphone setups, equipment setups, setups for caucus rooms, breakout rooms and ‘war’ rooms, as well as the client’s catering requirements, accommodation and transportation enquiries.
The Hearings Manager shall define operational strategies and best practices by implementing standard operating procedures (SOP) and policy circulars for effective management of reservations for hearing rooms, meeting rooms and event space use. He/She shall also be responsible to lead and manage the Reservations Team’s approach to general enquiries and out-of-hours assistance, whilst delivering a high quality of customer service to all clients of the AIAC.
- Act as first point of contact for any hearing enquiries from clients, parties, arbitral tribunals, counsels and members of the public, and to manage any queries related to hearing/meeting facilities, AIAC products and services in a timely and professional manner.
- Line management and performance management of the Reservations Team and Hearing Support Officers. This includes management and monitoring of his/her team’s performance and ensure any changes are successfully implemented and benefits realised.
- Monitor outcomes of hearings and report on key information to AIAC Management within the appropriate timeframe. Audit key outcomes and decisions to establish whether hearing procedures were adhered to.
- Provide support and assistance for the Head of Operations as and when required.
- Ensure hearing schedules proceed in an organised, timely and efficient manner, by coordinating hearing dates with the clients/parties.
- Ensure hearings have sufficient support from Hearing Support Officers, and that all hearings/meetings are set up in accordance with the technical requirements and agreed procedures by the clients/parties.
- To research and develop hearing rooms based on the latest technologies deployed; including remote and virtual hearing systems and Legal Tech systems suitable for most if not all ADR processes.
Customer service standards
- Observe customer feedback post-hearings in order to review adherence to customer service standards and develop action plans to remedy any short comings.
- Deliver a high quality of customer service to all customers, both internal and external through effective and efficient management of the hearings process.
- Take responsibility for ensuring that the hearing facilities content (e.g. rates, services and promotional material) are continually updated and provided for the appropriate pages of AIAC’s websites and database.
- Liaise with the Business Development and Legal Services departments to assist with the completion of press notices or relevant communications regarding the AIAC’s hearing facilities, products and services.
- Qualified to degree level or equivalent or relevant substantive vocational experience, with a minimum of 2 years of experience in an administrative role within a legal or regulatory environment; law clerk or paralegal diploma preferred.
- To possess an intermediate-level understanding of ADR processes, including the conduct of virtual and in-person hearings.
- Previous experience working with Councils, Boards and/or Committees considered an asset.
- Strong interpersonal skills, and a collaborative team player that can motivate and inspire confidence in others.
- Well-developed communication skills, demonstrable in written and verbal English.
- Ability to organize and prioritize assignments in a fast-paced environment, with a keen eye for detail and accuracy.
- Advanced proficiency with Microsoft Office suite, databases, scheduling/planning tools, and case management tools.