Your role:

The Data Services team provides audit, eDiscovery, and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries.

You would provide feedback, coaching and professional development to Data Services Specialists and Support Lead members while supporting the day to operations of the Data Services’ Department. Reporting to the Manager of the Data Services, you work closely to support and deliver on all Department objectives. This role provides critical insight to client trends in terms of organizational processes and procedures; and escalates concerns to the appropriate teams or persons as required. The Data Services Team Lead is a critical member of the Global Relay Leadership team where motivating and inspiring others to lead by example, in promoting a culture of positivity, teamwork, continuous improvement and operational excellence.

Your Job: 

• Contribute to the growth of the Data Services team by providing hands on leadership and day to day operational support
• Hire, train, lead, coach and motivate team of Data Services team members
• Monitor and assess team performance and provide regular coaching to celebrate and/or address concerns in a timely and effective manner
• Conduct regular coaching and development discussions with team members to foster career growth and progression
• Plan, organize and facilitate regular team meetings to promote high employee engagement
• Manage team member time off requests ensuring adequate coverage to ensure effective management/support of department work
• Support the team in the review and improvement of existing processes and procedures
• Act as point of contact for employee concerns and facilitate conflicts within team to encourage accountability and teamwork
• Work collaboratively with cross functional Department Leads to address potential gaps in process while developing and sharing updates to the team and department
• Identify areas of opportunities for continuous improvement and be a champion for operational excellence

Customer service:

• Monitor, review, assess and develop reporting to ensure all case inquiries are answered properly and efficiently
• Deliver and oversee complex cases; attend client calls; manage any initial escalations, customer complaints or incidents, troubleshooting and report where necessary
• Manage service expectations for the team and ensure all performance targets are realized by the team
• Provide subject matter expertise in all areas of Data Services and act as a liaison with other inter-department areas
• Lead by example and act as a role model for team members to learn from

Management support: 

• Manage quality control and information integrity for the team
• Review and improve the efficiency and effectiveness of existing processes and procedures
• Ensure all processes are documented on the Wiki in accordance with corporate quality standards
• Collaborate with other Leads to manage team compliance with ISO27001 and SOC2 and to manage secure Data Room projects
• Assist the Support Lead and team with complex problem solving in technical and/or service-related areas
• Monitor and evaluate the use and effectiveness of existing hardware, software, and scripts
• Stay abreast of new technology and industry-related news
• Workstation management (software update reminders, licenses, etc.)

Case management:

• Oversee, manage and support when required, Archive 9/Archive 10 Data Export requests
• Oversee, manage and support when required, Archive 9/Archive 10 Retention, Deletion, Customer Reporting and Legal Hold requests
• Oversee, manage and support when required, Archive 9/Archive 10 Data Import and Migration requests
• Oversee, manage and support when required, Customer Termination requests (Export and/or Deletion)
• Lead customer calls relating to all Data Services requests and support customer escalations when required

Project management:

• Liaise with internal teams and stakeholders on operational issues
• Provide basic Project Management in support of larger/more complex requests

Leadership, coaching & mentoring:

• Hire, train, mentor, coach and performance manage team members where required to ensure success of each team member
• Organize, plan and document weekly/monthly coaching discussions to foster continuous improvement and performance management of team
• Support all new hires with the review of Draft communications and provide regular performance feedback 

About you: 

• Post-secondary education: undergraduate degree preferred
• Minimum 1 year of experience in a dynamic office environment
• Previous customer service experience
• Ability to write and speak English fluently, with strong editing skills
• Previous legal, technical, and/or business communication required
• Experience in Microsoft Office, specifically Excel and Outlook
• Technical/desktop trouble-shooting skills and computer proficiency

Working conditions:

• Able and willing to work with challenging customers
• Prepared to work evening / weekend shifts on rotation as needed
• Prepared to work statutory holidays as needed