Manager of Senior Case Management Department (Negotiations & Settlements)

Company Description

The Ward Law Group, recognized as one of the Best Places to Work for consecutive years, is where your work truly matters. We serve our community with compassion and excellence, empowering our employees to deliver real results for our clients.

We foster a collaborative, innovative, and high-accountability environment where each team member contributes to meaningful outcomes. Our culture values faith, accountability, leadership, growth, and service — to our clients, teammates, and community.

Join a firm where professional growth meets purpose and where every role contributes directly to life-changing client results.

Headquartered in Miami Lakes, with offices in Manhattan and Orlando, The Ward Law Group is expanding nationally, with upcoming locations in New Jersey and Texas.

This is a fully on-site position at our office in Miami Lakes

Compensation: $85k - $125k annually

Ready to lead a team, own the numbers, and make a real impact?

We’re looking for a driven, results-obsessed leader to run our Senior Case Management team—the engine behind our settlements.

This is not a desk role.

This is a performance role .

You won’t manage cases—you’ll manage people, performance, and results .

What You’ll Be Responsible For

• Leading and motivating a team of high-volume case managers
• Driving monthly settlement results and hitting aggressive targets
• Running 1:1s, coaching sessions, and performance check-ins
• Holding your team accountable to productivity and quality standards
• Monitoring pipeline, projections, and closing performance
• Jumping in on escalated client situations and turning them around
• Identifying gaps, fixing inefficiencies, and improving workflows
• Building structure, developing leaders, and scaling your team
• Hiring, training, and leveling up talent

Who You Are

• A natural leader who thrives in fast-paced, high-pressure environments
• Obsessed with results, accountability, and winning
• Experienced in personal injury and settlement negotiations (2+ years)
• Proven track record managing teams and hitting targets (2+ years leadership)
• Strong communicator who can coach, challenge, and develop people
• Data-driven and comfortable owning performance metrics

Why This Role

• You’ll own the outcome—and see the results of your leadership
• High-growth environment with real opportunity to advance
• Work with a team that moves fast and plays to win
• Your impact is direct, visible, and rewarded

Bottom Line

If you’re the type who:

• Pushes teams to win
• Holds people accountable
• Fixes problems instead of talking about them

We want to talk to you.

Key Responsibilities

Qualifications

• Leadership & Team Management
• Provide clear direction, structure, and leadership to the Senior Case Management team.
• Establish performance expectations, benchmarks, and accountability standards for all team members.
• Conduct regular one-on-one meetings to review performance, provide coaching, and support development.
• Lead daily huddles and team meetings to align priorities, address challenges, and maintain focus.
• Build and maintain an effective team structure, including pod creation and leadership development within the department.
• Delegate responsibilities and projects strategically based on team strengths and workload.
• Performance Management & Accountability
• Own and drive monthly settlement performance across the department.
• Monitor individual and team performance against established KPIs and benchmarks.
• Conduct performance evaluations and implement performance improvement plans when necessary.
• Identify underperformance trends and take corrective action, including coaching, retraining, or disciplinary measures.
• Ensure all team members clearly understand expectations, productivity targets, and quality standards.
• Operational Oversight & Execution
• Ensure all case management tasks and workflows are executed accurately and efficiently by the team.
• Oversee the full lifecycle of case handling, including:
• Client communication standards
• Insurance negotiations
• File documentation and updates in Litify
• Case reviews, audits, and settlement processes
• Monitor workload distribution to prevent backlog and ensure timely case resolution.
• Ensure compliance with firm protocols, legal standards, and internal procedures.
• Quality Control & Auditing
• Conduct regular audits of cases, calls, and documentation to ensure quality and consistency.
• Implement and maintain quality assurance standards across the department.
• Identify gaps in execution and implement corrective processes.
• Ensure proper client communication, documentation accuracy, and negotiation standards are upheld.
• Data Analysis & Reporting
• Analyze weekly, monthly, and quarterly performance data to identify trends and opportunities.
• Monitor projections, productivity metrics, and department output.
• Prepare and present reports on performance, settlements, and operational efficiency.
• Develop and execute strategies to improve results and operational performance.
• Client Experience & Escalation Management
• Ensure the highest level of client service across all interactions.
• Handle escalated client concerns and resolve issues efficiently and professionally.
• Identify root causes of escalations and implement solutions to reduce recurrence.
• Continuously improve communication standards and client satisfaction.
• Training, Coaching & Development
• Identify training needs and implement development programs for the team.
• Provide ongoing coaching in negotiation strategy, client communication, and case handling.
• Develop future leaders within the department.
• Foster a culture of accountability, growth, and continuous improvement.
• Process Improvement & Efficiency
• Evaluate and optimize workflows to improve efficiency and productivity.
• Implement best practices and leverage technology to streamline operations.
• Collaborate cross-functionally to improve processes and outcomes.
• Drive continuous improvement initiatives across the department.
• Hiring, Onboarding & Team Development
• Assess staffing needs and participate in hiring decisions.
• Oversee onboarding and training of new hires to ensure successful integration.
• Manage offboarding processes when necessary.
• Build a strong, scalable, and high-performing team.
• Minimum 2+ years of management experience in a performance-driven environment
• Minimum 2+ years of experience in personal injury law and settlement negotiations
• Strong leadership, coaching, and team development skills
• Excellent communication and interpersonal abilities
• Strong analytical and data-driven decision-making skills
• Proficiency in Litify and Microsoft Office Suite
• Bilingual (English & Spanish) preferred
• Highly organized, proactive, and results-oriented
• Ability to manage multiple priorities in a fast-paced environment

Additional Requirements

• Commitment to maintaining high performance standards and accountability
• Ability to work collaboratively across departments
• Willingness to attend periodic in-person trainings, including occasional weekends

What Success Looks Like In This Role

• The department consistently meets or exceeds monthly settlement goals
• Team members are performing at a high level with clear accountability
• Client satisfaction is high and escalations are minimized
• Processes are efficient, scalable, and continuously improving
• Strong leadership pipeline is developed within the team

Additional Information

• Paid Time Off: All employees who work 30 hours per week and above qualify for Paid Time Off. You will accrue a total of 4.62 hours per pay period for a total of three (3) weeks per year.
• Health Benefits: All employees who work 30 hours per week and above will be eligible for benefits starting on the 1st day of the month following their start date. The firm covers a fixed amount which typically covers 40 - 65% of the employee premium, depending on the selected plan. The medical insurance plans include options for national coverage and free mental health services. There are also dental plans (with unlimited coverage) and vision plans to choose from at the employee’s expense.
• Disability Benefits: All employees who work 30 hours per week will have Short-term and Long-term Disability benefits, paid for by the firm.
• Life Insurance: For all employees who work 30 hours per week and above, the firm provides 1X earnings life insurance coverage paid for by the firm. In addition, you will receive a Firm paid accidental death and dismemberment benefit that matches your life insurance coverage.
• Supplemental insurance options include Critical Illness, Accident, Cancer, Hospital Confinement Indemnity insurance, Term Life insurance, and Whole life insurance
• Retirement: All employees who work 30 hours per week and above qualify for the 401(K) plan. After the employee completes one year of service, the firm will match 100% of the first 3% of employee contributions and 50% on the next 2%, with immediate vesting.