Document Services Supervisor

Global Business Transformation Solutions, LLC (GBTS); United States; On-site; USD 28,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

PTO

Job summary

Opensity Solutions in the United States is seeking a Document Services Supervisor to oversee the document processing team, manage workflow, and ensure shift coverage overnight.

You will provide training and support, work with the manager, and maintain a high level of technical proficiency while onboarding new team members and promoting best practices.

Qualifications

• Supervisory or process management experience (3-5 years)
• Advanced knowledge of legal policies and procedures
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Ability to organize, prioritize, and coordinate multiple assignments
• Maintain confidential information
• Make objective, independent judgments
• Ability to excel under pressure and produce quality work

Responsibilities

• Provide direct supervision to the team and assist with performance management duties
• Coordinate coverage for unplanned absences and overtime; notify manager of issues
• Review customer satisfaction results and rework; provide timely feedback
• Assist manager in reviewing jobs, researching tickets, resolving grievances
• Maintain knowledge of automation and upgrades
• Onboard new team members and ensure trainings are completed
• Document and promote best practices
• Test and troubleshoot new applications and upgrade releases
• Provide user support for document and application problems
• Participate in departmental project teams to streamline workflow
• Serve as an ambassador of department services

Skills

Oversee team leadership

Excellent communication

Organizational skills

Confidential information handling

Ability to work overnight

Customer service focus

Education

HS Diploma or Associate’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. Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

A Document Services Supervisor will perform oversight responsibilities for Opensity personnel including overseeing the Document Processing activities, workflow, and ensuring shift coverage. The position will provide expert knowledge, technical support, and training, when necessary, to all direct reports and specialists. This position will work closely with the manager, who will serve as the liaison for all stakeholders using the services of the department.

Shift: Mon-Fri, 10pm -7am (overnight)

RESPONSIBILITIES

• Provide direct supervision to the team and assist with performance management related duties
• Coordinate coverage in the event of unplanned absences, scheduled time off, and overtime and escalateto the manager as needed, including notifying them of any operations related issues
• Review customer satisfaction results and rework; provide timely feedback, and monitor issues through remediation
• Assist the manager in reviewing assigned jobs, researching job tickets, resolving grievances and issues raised by project requestors
• Maintain up-to-date knowledge and a high level of technical proficiency with automation, specialized applications, and upgrades
• Onboard new team members and ensure all training is complete and mentor is assigned, ensure team completes requisite trainings
• Document and promote best practices
• Help develop and maintain principal user profiles
• Test and troubleshoot new applications and upgrade releases, troubleshoot document and/or technical inquiries
• Provide support for users in resolving document and other application problems referred to our team by IT Help Desk or users
• Participate in departmental project teams and task forces designed to streamline workflow and/or resolve issues
• Serve as an ambassador of the services available from the department

REQUIREMENTS

• HS Diploma or equivalent, associate’s degree or equivalent experience 3-5 years’ experience in supervisory or process management role, preferably in a law firm environment
• Advanced knowledge of legal policies and procedures
• Excellent written and verbal communication skills
• Strong interpersonal skills
• Ability to organize, prioritize, and coordinate multiple assignments
• Maintain confidential information
• Make objective, independent judgments
• Ability to excel under pressure and produce a quality work product
• Clearly and effectively communicate with varying levels of people within the organization
• Work productively and cooperatively with other employees

The Compensation range for this role is up to 33.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)

Opensity 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.

Respect We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions.

Accountability We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community.

Collaboration We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment.

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