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Manager, Case & Data Management, Professional Regulation

May 22 2021
Industries Legal
Categories Legal, Paralegal, Management, Administration
Toronto, ON

JOB PURPOSE:

The Manager, Case & Data Management is responsible for managing Professional Regulation’s (PR) computer forensic & e-discovery processes and external services, for ensuring the custodial control and maintenance of security for digital and physical evidence in PR’s possession and for the development of qualitative and quantitative analysis of PR cases and issues. This includes supporting the development and maintenance of an electronic data and case management system for PR as well as developing work processes and procedural improvements to assist the Executive Director PR (ED) and the Directors in maximizing the functionality of this systems and in ongoing monitoring to ensure that the PR product continues to support the Law Society’s mandate to protect the public and maintain public confidence in the legal profession in Ontario.

QUALIFICATIONS REQUIRED:

  • An LLB or JD, plus a Class L1 licence with Law Society of Ontario*, with superior knowledge of the Law Society Act, procedures and analysis of professional competency issues.
  • A minimum of 10 years’ working experience in a regulatory or legal environment, with a minimum of 3 years leading or supporting professional staff. Related work experience in a technology environment will be considered an asset.
  • Superior knowledge and understanding of the Law Society’s mandate, services, legislation and policies.
  • In depth knowledge of administrative law, administrative procedures and innovative case management tools to be applied to the effective streaming and tracking of complaints.
  • Broad understanding of the application of technology, understanding of technology, particularly application of technical solutions to work processes and procedures, preferably in a regulatory/legal environment.
  • Expressive and persuasive in both spoken and written language in facilitating resolution and disposition of complaints.
  • Superior analytical skills to reason through complex spoken and written information.
  • Knowledge of information systems management principles and best practices, system and information process review and analyses.
  • Proficiency in word processing, spreadsheet and database applications, internet and intranet.

*By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.

Client/Customer Service Planning

  • In conjunction with the ED and Directors in PR, IT and other divisions, as appropriate, ensures the development, consistent application and maintenance of superior case management, electronic data management, e-discovery and computer forensics standards, documentation and procedures for implementation by all PR departments.

  • Establishes and oversees the provision of file tracking, evaluating and recommending changes to technology and departmental work processes and procedures, and transferring knowledge regarding process and best practices throughout PR.

  • Contributes to the development and implementation of appropriate case management, electronic data management and e-discovery performance standards and measurement criteria for the management of PR case files.

  • Works with all areas of PR and IT, as appropriate, to develop, implement and maintain an electronic data management system for PR, assessing current PR processes, identifying software needs and solutions, and overseeing the development and implementation processes.

Client/Customer Service Delivery

  • In conjunction with the ED, and in consultation with Directors, Benchers and other stakeholders, conceives, develops and implements project plans in order to facilitate review, critical assessment, evaluation and change management with respect to work processes, procedures and performance standards, electronic data management services and technology needs throughout PR.
  • Liaises and works closely with IT to ensure the maintenance of an accurate, up-to-date database of PR case files including file status and disposition, with reports accessible by staff and management as appropriate.
  • Prepares, analyses and reports regarding PR files, working closely with PR departments to monitor the transfer and tracking of files throughout the division.
  • Monitors file status and workload issues, and tracks trends throughout the division with the goal of improving service delivery to licensees and the public.

People Leadership

  • Hires, trains, develops and evaluates staff accountable to the Manager in accordance with the policies of the organization and best human resources practices.
  • Provides leadership and direction for the hiring, training and development of staff accountable to the Team Manager & Specialist, Evidence & Property Control in accordance with the policies of the organization and best human resources practices.
  • Fosters a positive working environment by clarifying goals, building the commitment of individuals, strengthening the team’s collective skills and encouraging creativity, problem solving and effective alternative dispute resolution and facilitation.

Performance Goals, Targets and Standards

  • Collaborates with the ED and Directors to develop standards and best practices in case tracking, management, assessment and routing and in the provision of electronic data management and e-discovery services throughout the division.

  • Provides leadership to the team in the development and implementation of project plans to facilitate the review and the identification of work processes and procedures, timelines and service standards pertaining to the complaint/ case processes of the CSC, Intake & Resolution, Investigation Services and Litigation Services departments.

  • Develops analyses and recommendations to ensure that departments within PR are consistent in the application of fair, transparent and timely processes, and contributes to process improvement, quality file handling, and stewardship on an ongoing basis.

  • Monitors adherence to established performance targets regarding case processing time and customer service practices and brings forward statistical analyses and recommendations regarding trends and issues in caseload in order to predict and plan for the regulatory requirements of the Society, its licensees and the public.

Policy Development

  • Monitors new and in-progress case files for trends and patterns and assesses the implications of same with respect to case management, tracking, workload management issues and technology solutions supporting case management strategy.
  • Works with the Computer Forensics & E-Discovery Advisor and the Team Manager and Specialist, Evidence & Property Control to monitor evolving industry trends and best practices and assess the implications for electronic data management and solutions supporting evidence control strategies in PR.
  • In conjunction with the ED and Directors, identifies issues for the profession, participates in the development of policy relating to complaints / case resolution activities and electronic data management, and contributes information and expertise to policy development initiatives in other regulatory functions as appropriate.

Team Membership

  • Works closely with team members in the Case & Data Management department regarding the appropriate tracking, assessment, streaming, disposition / resolution and reporting of incoming and in-process complaints/ other case files as well as the management of electronic data and the provision of e-discovery services.
  • Manages the efficient, effective operation of the team by ensuring appropriate access to resources (tools, expertise), training and development opportunities, and facilitates team problem solving.

Financial Responsibility

  • Develops and administers the Case & Data Management department budget with responsibility for program expenditures.

The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace, in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for a Code-protected recruitment-process accommodation known when contacted. If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at recruitment@lso.ca

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