Here are sample job advertisements for these types of roles…
For over 40 years, the New York State Department of Financial Services (NYS DFS) has provided consumers and insurance carriers with the opportunity for the conciliation or arbitration of disputed claims in certain automobile insurance programs, and the American Arbitration Association (AAA) has administered the arbitration of such disputed claims in partnership with the NYS DFS.
As a Director of Resolution Services, the successful candidate will be an important contributing member of a highly collaborative team in our New York State Insurance Division. Reporting to the Assistant Vice President, the Director will primarily be responsible for identifying, analyzing, managing, and facilitating strategic process improvements to the Division’s alternative dispute resolution services in compliance with New York State Insurance Regulations, guidelines, and rules; develops, cultivates, and maintains client relationships; identifies, recommends, and assists in implementing strategic business initiatives that support business operations and operational goals.
We offer a competitive salary and the opportunity to have a rewarding career in a fast-paced, results-driven environment. Our comprehensive benefits program includes the following: health and Rx, dental and orthodontia, vision, discounted pet insurance, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.
- Serves as a customer/account executive developing rapport and building trusting relationships.
- Plans and executes strategy for mediation, conciliation, and related alternative dispute resolution options for the NYSI program.
- Analyzes business intelligence data to identify trends that can lead to settlement opportunities and improved customer service.
- Facilitates party settlement negotiations and suggests innovative alternative dispute resolution options for consideration.
- Develops and delivers training modules (including ADR techniques) to staff on the best practices of administration for case resolution.
- Regularly meet with business users to have a better understanding of the operations and ways to improve it; supports business leaders with continuous analysis of our business processes, quantifying opportunities.
- Analyzes work flows within and across business units; identifies, develops, and proposes detailed strategies that drive greater operational efficiencies.
- Designs, develops and executes processes or projects; works with business unit heads or project team members throughout various phases of planning, implementation, and control.
- Leads small to medium scale process improvement initiatives; is accountable for the quality and timely completion of each stage of the process improvement efforts.
- Elicits business requirements using interviews, document analysis, requirements, workshops, business process descriptions, use cases, scenarios, business analysis, task and workflow.
- Delivers informative, well-organized presentations.
- Initiates and maintains efficient flow of information between the parties and neutrals.
- Tabulates accurate electronic files and financial records in accordance with corporate standards.
- Uses existing computer and database systems to manage case work tasks effectively and efficiently.
- Understands and applies existing billing, disbursement and collection policies and practices to execute compliance and communicates these with parties, advocates and neutrals.
- Proactively identifies case management issues and takes appropriate action to resolve them in cooperation with the Manager of ADR Services.
- Responds to inquiries regarding AAA services in a timely manner, with accurate and specific information; utilizes effective time management skills to focus on critical issues and to set priorities.
- Initiates and conducts administrative conferences and facilitates preliminary hearings on all cases.
- Participates in regular trainings and meetings to review new and existing policies and procedures.
Education & Experience: Bachelor’s degree; 2 years of work experience involving comprehensive customer service in a law office or judicial related environment; or equivalent mix of education and experience.
Communications Abilities: (Verbal) Expresses oneself clearly in conversations and interactions with others; tailors speech to the level and experience of the audience; uses appropriate grammar and choice of words; expresses ideas in a concise, organized manner; maintains eye contact when speaking with others; (Written) Expresses oneself clearly and concisely in writing; tailors written communications to effectively reach an audience; uses graphics and other aids to clarify complex or technical information; spells correctly; writes using concrete, specific language; uses punctuation correctly; writes grammatically.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, financial/fee schedules, data charts and graphs.
Reasoning Ability: Possesses ability to solve practical problems with a variety of variables; exercises sound judgment to make decisions in a manner consistent with the essential job functions, including the ability to determine importance as well as when to elevate problems to a supervisor.
Software Skills: Intermediate proficiency with Microsoft word, Excel and Microsoft Office.
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.
The Office of the Ombudsman for United Nations Funds and Programmes (the “Office”) is established as an informal pillar of the system of administration of justice within the UN to make available the services of impartial and independent persons to address the work-related issues of staff members and non-staff personnel of the UN funds and programmes serving UNDP, UNFPA, UNICEF, UNOPS and UN Women.
The Respectful Workplace Facilitators Programme (“RWF”) is an effort of the organization to promote informal conflict resolution in the field-based offices and to raise the awareness of staff to effectively manage and resolve conflicts when they arise to foster a harmonious work environment.
The Programme Consultant will be responsible for supporting the Ombudsman in selecting, training, supporting, guiding and supervising the RWFs.
Duties and Responsibilities
Under the direct supervision of the Ombudsman, the Consultant will be responsible for the following duties:
1. Programme Design
- Lead the Office work on the RWF programme;
- Develop terms of reference, criteria for nomination and selection of RWFs;
- Manage and coordinate the RWFs selection process in collaboration with Country Offices;
- Design modules, materials, instructions and communications for online and face to face training;
- Liaise with counterparts in internal offices in the UN Funds and Programmes who are stakeholders in implementing the RWF programme such as the Office of Audit and Investigations, the Legal Office, the Ethics Office and the Office of Human Resources;
- Develop an online community of practice for the RWFs to ensure peer exchange, support and continuous learning during the pilot stage;
- Prepare periodic reports on the programme for the Ombudsman;
- Prepare final report with lessons learned and recommendations for a full roll out of the initiative if appropriate;
2. Oversight and supervision
- Provide ongoing supervision and support for the RWFs;
- Provide overall technical guidance and advice to the RWFs on their work;
- Develop early warning mechanisms for risks to the programme and RWFs intervention;
- Oversee anonymous data collection on workplace conflict by RWFs;
- Conduct assessments with RWFs in field offices on the impact and effectiveness of the programme;
- Facilitate stronger collaboration and partnership within the RWFs network;
3. Training and Outreach
- Organize, plan and facilitate workshops and training through interactive online and face to face sessions;
- Identify supplementary training needs for RWFs and organize coaching if needed;
- Organize and prepare outreach material e.g. handouts, factsheets, posters, videos etc. to raise awareness about conflict management and the programme;
- Support RWF relationship management in the Country Offices;
- Travel to field offices to conduct training and support RWFs, as required;
- Create an online community of RWFs with best practices and knowledge building;
- Maintain Ombudsman adequately informed of developments and matters requiring particular/immediate attention;
- Prepare a final report with lessons learned and recommendations for a roll out of the initiative;
- Perform all additional tasks in effective and timely manner and in accordance to pertinent instructions provided by the Office.
Knowledge and experience of conflict resolution, with reference to the work and cases of Ombudsman offices; knowledge and experience of the United Nations organizational structure, rules and policies; ability to establish and maintain confidentiality.
Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; asks questions to clarify and exhibits interest in having two-way communication; tailors language, tone, style and format to match the audience; Demonstrates openness in sharing information and keeping people informed.
Considers all those to whom services are provided to be “clients” and seeks to see things from clients point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.
Planning and organizing:
Develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjust priorities as required; allocates appropriate amount of time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary; uses time efficiently; sets performance standards, monitors progress and intervenes at an early stage to ensure results.
Required Skills and Experience
Advanced university degree (Master’s degree or equivalent) in alternative dispute resolution. Advanced Degrees in human resources management, law, social sciences or related areas will be considered.
A minimum of eight years of experience in conflict management and alternative dispute resolution. Experience conducting training in conflict resolution related practice is an asset. Comprehensive knowledge of the role and functions of an institutional Ombudsman is essential. Previous experience with the UN system is an asset.
For this consultancy, fluency in English (both oral and written) is required. Proficiency in Spanish and/or French is an advantage.
Evaluation Method and Criteria
The selection of the Consultant shall be made in accordance with the quality and cost-based selection method (70% technical component; 30% cost component)
For the technical component, the ranking of Consultants shall be made based on proposals that are (a) responsive / compliant / acceptable; and (b) have received the highest score out the weighted technical criteria below:
Knowledge and experience in conflict resolution– Max 10 points;
Knowledge and experience in Ombudsman work– Max 15 points;
Knowledge and experience of the United Nations organizational structure, rules and policies – Max 15 points;
Other- special skills, languages- Max 10 points;
Interview- Max 20 points.
Only candidates obtaining a minimum of 49 points (70% of the total technical points) will proceed in the selection process and may be invited for an interview with the selection panel. These candidates will be requested to submit a financial proposal which, as noted, is worth 30% of the final combined score.
Application Process and Documentation required
Interested candidates should follow UNDP standard application procedure, mindful of the following instructions:
In the online form, candidates will be prompted to provide a brief description of why the individual considers him/herself as suitable for the assignment. Candidates will then be provided the possibility of uploading their CV. At this stage, candidates should NOT include any financial proposal. Candidates who provide their financial proposal before being asked to do so by the Office will be immediately excluded from the selection process.
After the technical evaluation, candidates notified that they have obtained at least 49 points on the technical score will be requested to complete and send a UNDP Personal History Form, including references, as well as a duly completed letter of confirmation of interest and availability, which includes the financial proposal.
Associate with 3+ years’ experience in commercial litigation, including alternative dispute resolution, shareholder and partnership disputes, antitrust or unfair business practices, securities litigation, and Article 78 proceedings against municipalities and corporations. Candidates must have the ability to draft pleadings, conduct legal research and make court appearances.