Document Processing Manager

Global Business Transformation Solutions, LLC (GBTS); Phoenix (AZ); On-site; USD 80,000 - 110,000; Full time

Job summary

Opensity Solutions seeks a capable Operations Supervisor to oversee multiple client service lines and coordinate workload, deadlines, and stakeholder communications. You will manage performance, ensure adherence to policies, and collaborate with HR and training to drive efficiency.

Responsibilities include recruiting, testing new applications, generating reports, and resolving client issues. Candidates must be able to work under pressure and maintain confidentiality.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3-5 years in a supervisor role or process management.
• Advanced knowledge of legal policies and procedures.
• Excellent written and verbal communication skills.
• Able to manage confidential information and work under pressure.

Responsibilities

• Oversee and direct day-to-day operations of multiple service lines on the account.
• Manage performance management duties with HR and supervisors as needed.
• Maintain daily contact with customers to discuss needs and deadlines.
• Implement and maintain quality control mechanisms and metrics.
• Provide training and expert support to ensure operational efficiency.
• Lead recruiting, interviewing, and selection for open positions.
• Test and troubleshoot new applications and upgrade releases.
• Develop and generate statistical reports for clients.
• Review customer satisfaction results and drive remediation.
• Resolve grievances raised by lawyers, paralegals and requestors.
• Conduct team meetings and promote best practices and QRGs.

Skills

Supervisory experience

Legal policies knowledge

Excellent communication

Interpersonal skills

Organizational skills

Confidential information handling

Vaccination requirement

Under pressure performance

Team leadership

Education

Bachelor’s degree

Job description

About Us:Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.Our Mission:Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.Job Summary:Oversees the direct activities and workflow coordination, special projects, and workload distribution of the various client services that could include document processing, proofreading, administrative services, prebilling/billing assistance, or research. This position will serve as the liaison for all external stakeholders utilizing the services. This position will also serve as the liaison for all internal stakeholders.Essential Job ResponsibilitiesOversee and direct the day-to-day business operations of multiple service lines on the accountManage all performance management related duties with assistance from HR and team supervisor(s), as needed, to ensure employees are meeting performance standards and adhering to company policiesEnsure all team members achieve the goals and objectives of the account identifying issues and problems and recommending solutions to managementMaintain daily contact with customers in person, via telephone and through email to discuss needs, requirements, and deadlines, answer and resolve problems and negotiate time requirements as appropriate.Implement and maintain quality control mechanismsReport utilization and productivity metrics to the client and provide expert knowledge, technical support, and training to the team to ensure operational efficiencyWork closely with the training team to evaluate skill sets, staff training, and development programs and customer service standardsManage recruiting, interviewing, and selection of candidates for open positionsTest and troubleshoot new applications and upgrade releases, as necessaryDevelop and generate statistical reportsReview customer satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainingsResolve grievances and issues raised by lawyers, paralegals and other job requestorsConduct team meetings as appropriateDocument and promote best practices, tip sheets, and QRGsPractice and foster an atmosphere of teamwork and cooperationQualifications & CharacteristicsBachelor’s degree or equivalent experience3-5 years’ experience in a supervisor role or process management, preferably in a law firm environmentAdvanced knowledge of legal policies and proceduresExcellent written and verbal communication skillsStrong interpersonal skillsAbility to organize, prioritize, and coordinate multiple assignmentsMaintain confidential informationMake objective, independent judgmentsAbility to excel under pressure and provide quality work productClearly and effectively communicate with varying levels of people within the organizationWork productively and cooperatively with other employeesEmployees are required to be fully vaccinatedThe compensation range for this role is 80k-110k annually. The position has a shift of Mon-Fri 8a-5p AZT.#LI-MM1#INDHPOpensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.