Data Management 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.

Information Governance (IG) Data Management Manager

Role Purpose

The client dedicated IG Data Management Manager provides day-to-day operational ownership of Level 1 service delivery for the client during their assigned shift. This role ensures consistent service quality, adherence to agreed-upon SLAs, and a highly responsive support experience tailored to the unique operating environment.

The IG Data Management Manager functions a primary point of contact during the shift, ensuring that analysts are supported, issues are triaged effectively, and client communications are clear, timely, and professional.

Key Responsibilities

Service Delivery & SLA Assurance

• Own real-time service performance during the shift, with direct accountability for call handling SLAs and response targets.
• Actively monitor call queues and analyst activity to ensure customers receive prompt, accurate assistance.
• Intervene immediately when service levels are at risk to maintain contractual commitments.

Analyst Enablement & Call Quality

• Provide live technical guidance to analysts via internal chat to improve accuracy and first-contact resolution.
• Reinforce firm-specific processes, technology standards, and service expectations.
• Drive consistent, professional call handling aligned to the firm’s culture.

Ticket Oversight & VIP Handling

• Maintain direct oversight of all VIP and high-impact tickets, ensuring priority users receive expedited and attentive service.
• Monitor ticket progression and resolution quality to minimize repeat contact or escalation.

Client Communications & Transparency

• Serve as the primary shift-level contact for operational communications impacting the client.
• Deliver clear and concise shift handoff summaries, identifying:
  • Open or aging tickets
  • VIP matters
  • Emerging risks or incidents
  • Required follow‑ups or client notifications

Change, Advisory & Rollout Support

• Communicate IT advisories, changes, and rollouts to analysts to ensure consistent messaging.
• Ensure analysts are prepared to support new tools, configurations, or workflows before client impact occurs.

Knowledge & Documentation Management

• Maintain and govern client-specific knowledge base documentation, ensuring accuracy, currency, and usability.
• Identify documentation gaps and continuously improve knowledge assets based on live support data.

Quality Assurance & Continuous Improvement

• Conduct routine QA reviews of tickets and calls to uphold service standards.
• Provide structured feedback and coaching to analysts through one-on-one reviews, including KPI and ticket quality discussion.
• Identify workflow inefficiencies or recurring issues and recommend corrective actions.

Queue & Staffing Oversight

• Monitor ACD queues in real time to ensure coverage and prevent staffing conflicts.
• Coordinate analyst breaks and coverage to protect service continuity.

Value to Client

• Consistent service experience across shifts
• Reduced rework and escalation
• Improved first contact resolution
• Predictable, professional communication

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.