Document Processing Manager

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 Description

This is a combined role between Document Processing Manager and Legal Support Supervisor. The Document Processing Manager at Opensity Solutions oversees daily operations, workflow coordination, and workload distribution for the document processing team. This role serves as the primary liaison for internal and external stakeholders utilizing departmental services and ensures efficient, accurate, and timely document processing operations. The position is responsible for maintaining service quality, supporting team performance, and driving operational excellence. This is an exempt-level supervisory role with direct impact on service delivery and client satisfaction.  The Client Relations Manager has a pivotal role responsible for client relationship management, operational leadership, business development, and financial oversight. This position plays a critical role in delivering exceptional service, driving client satisfaction, and ensuring retention within a high-growth business. Managing a team of up to 25 employees across one or more client sites, the Client Relations Manager brings extensive experience in delivering compelling solutions for clients. Additionally, this role provides thought leadership on strategy, trends, and best practices. Reporting to the Client Relations Director or the Vice President of Client Relations, the Client Relations Manager is accountable for day-to-day client operations, targets, and metrics.

ROLES & RESPONSIBILITIES: 

• Oversee and manage day-to-day operations of the document processing department to ensure efficiency and accuracy  

• Coordinate workflow distribution, special projects, and resource allocation across team members  

• Manage employee performance, with HR support, to ensure adherence to company policies and performance standards  

• Serve as the primary point of contact for clients and stakeholders regarding document processing needs, deadlines, and issue resolution  

• Implement and maintain quality control processes to ensure accuracy and consistency of deliverables  

• Monitor and report utilization, productivity, and operational metrics to leadership and clients  

• Provide technical guidance, training, and support to ensure team efficiency and service quality  

• Partner with recruiting and HR to support hiring, interviewing, and onboarding of new team members  

• Test and troubleshoot system updates, applications, and process enhancements as needed  

• Develop and maintain reporting, dashboards, and statistical performance metrics  

• Review customer feedback and resolve service issues, ensuring timely remediation and follow-up  

• Facilitate team meetings, performance discussions, and continuous improvement initiatives  

• Develop and maintain documentation, including best practices, SOPs, and reference guides  

• Foster a collaborative, service-oriented team culture focused on quality and accountability  

KNOWLEDGE, SKILLS & ATTRIBUTES: 

• Strong understanding of document processing operations, workflow management, and production environments  

• Advanced knowledge of legal document procedures and professional services workflows (preferred in legal environment)  

• Strong leadership and supervisory skills with ability to manage performance and team development  

• Excellent communication skills, both written and verbal, with ability to interact across all organizational levels  

• Strong organizational skills with ability to manage multiple priorities in a fast-paced environment  

• Ability to analyze data, generate reports, and use metrics to drive operational improvements  

• Strong problem-solving and decision-making skills with sound judgment under pressure  

• High attention to detail and commitment to accuracy and confidentiality  

• Ability to build strong working relationships with clients, attorneys, and internal stakeholders  

• Proficiency with office technology and document management systems  

QUALIFICATIONS: 

Education: Bachelor’s degree or equivalent experience required. 

Experience: 3–5 years of supervisory or operations management experience, preferably in a legal, professional services, or document production environment. 

Technical Skills: Proficiency with document management systems, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), reporting tools, and workflow tracking systems. 

The Compensation range for this role is 76,000 to 85,000 USD per year and may be eligible for a 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)

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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.