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…