Manager, Information Governance Operations

Information Governance Operations Manager

At Norton Rose Fulbright, people thrive because of a shared commitment to quality, unity and integrity. The highly regarded law firm consistently receives recognition from Great Place to Work and Top Workplaces, two companies that specialize in assessing organizational culture. Teams collaborate across regions, value new ideas and deliver meaningful client solutions, supported by a culture that embraces ambition, development and shared success. With more than 3,000 lawyers and 3,000 business services professionals working together across 50 offices worldwide, this global law firm provides a full range of legal services to leading corporations and financial institutions operating in key markets and sectors.

The national Manager, Information Governance Operations role oversees the day-to-day operation of the firm's Information Governance program. Working closely with the Director, Data Privacy and Information Governance, this role translates strategic objectives into operational execution while ensuring information assets are managed in accordance with firm policies, client requirements, ethical obligations, privacy requirements, and regulatory standards.

The Operations Manager provides leadership for Information Governance personnel, develops operational metrics and reporting, drives process improvement initiatives, and partners with attorneys, administrative departments, IT, Information Security, Risk, and Compliance teams to modernize and mature the firm's Information Governance capabilities.

This position requires in-office attendance from time to time in accordance with the firm's hybrid work policy.

Responsibilities Include, But Are Not Limited To:

Information Governance Operations Leadership

• Direct day-to-day operations of the Information Governance team.
• Establish operational priorities, workload distribution, service standards, and performance expectations.
• Supervise, coach, mentor, and develop Information Governance personnel.
• Develop staffing plans, succession planning strategies, and professional development opportunities.
• Monitor operational performance and identify resource requirements.
• Promote a culture of accountability, collaboration, customer service, and continuous improvement.

Matter Mobility & Attorney Lifecycle Management

• Oversee attorney onboarding, integration, and data migration activities.
• Manage attorney offboarding, ensuring secure and compliant transfer, retention, and disposition of information assets.
• Oversee client and matter transfer activities across offices and practice groups.
• Ensure compliance with client requirements, ethical obligations, retention requirements, and firm policies during onboarding and offboarding activities.
• Partner with attorneys, legal assistants, Records, Conflicts, Information Security, and IT to facilitate efficient matter mobility processes.
• Monitor service delivery metrics related to onboarding, offboarding, and matter transfer activities.

Repository Governance & Information Architecture

• Oversee governance of enterprise repositories, including iManage, SharePoint, OneDrive, and future governance platforms.
• Establish and maintain workspace governance standards, metadata standards, organizational structures, and information architecture requirements.
• Direct repository remediation, restructuring, and standardization initiatives.
• Ensure governance principles are incorporated into repository design and administration.
• Partner with IT and Information Security to strengthen repository governance controls and information protection practices.

Records Management & Information Lifecycle Management

• Oversee active and inactive file management programs across all offices.
• Direct records retention, disposition, archival, and destruction activities.
• Ensure compliance with retention schedules, client requirements, regulatory obligations, and firm policies.
• Manage offsite storage programs and initiatives to reduce physical and electronic storage costs.
• Oversee annual disposition programs and related documentation requirements.
• Monitor lifecycle management activities and identify opportunities for process improvements.

Governance Technology & Modernization

• Lead operational implementation of Information Governance technologies and modernization initiatives.
• Support deployment and optimization of records management, repository governance, and information lifecycle management tools.
• Participate in DMS, RMS, intranet, SharePoint, collaboration platform, and governance technology projects.
• Identify opportunities for automation and process optimization.
• Evaluate emerging technologies and governance implications, including AI-enabled solutions and collaboration platforms.

Information Security, Risk & Compliance

• Ensure adherence to Information Governance, Information Security, and Privacy policies.
• Support ethical wall administration, access management, and security review activities.
• Identify operational risks associated with information management practices and implement remediation strategies.
• Support client audits, outside counsel guidelines, assessments, and compliance reviews.
• Partner with Information Security and Risk teams to strengthen governance controls.

Metrics, Reporting & Business Intelligence

• Develop and maintain operational dashboards, metrics, and KPIs.
• Measure performance across onboarding, offboarding, matter mobility, records management, retention, and repository governance functions.
• Analyze operational trends and identify opportunities for improvement.
• Prepare reports and recommendations for the Director, Data Privacy & Information Governance and firm leadership.
• Utilize data-driven decision-making to improve service quality, efficiency, and compliance.

Training, Awareness & Change Management

• Develop training programs and governance awareness initiatives.
• Support adoption of new governance processes, technologies, and standards.
• Create procedures, standards, job aids, and operational documentation.
• Serve as an Information Governance subject matter expert and trusted resource throughout the firm.
• Lead change management efforts associated with governance modernization initiatives.

Other Duties

Please note this job description does not cover or contain all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications and Job Related Skills:

• Bachelor's degree in Information Management, Records Management, Library & Information Science, Business Administration, Information Technology, Legal Studies, or related field.
• 8-12+ years of progressively responsible experience in Information Governance, Records Management, Legal Operations, Information Management, Knowledge Management, or related disciplines.
• Minimum 3 years of management or supervisory experience.
• In lieu of bachelor's degree, 12+ years of relevant experience in Information Governance, Records Management, Legal Operations, Information Management, Knowledge Management, or related disciplines.
• Experience in a law firm or professional services environment strongly preferred.
• Experience managing operational teams and service delivery programs.
• Strong understanding of legal and regulatory requirements related to records management and information governance.
• Proficiency in Document Management Systems (DMS), with preference given to candidates with a working knowledge of iManage Work in a legal setting, including matter workspace and document security.
• Advanced proficiency in Microsoft applications (e.g., Word, Excel, PowerPoint, Teams, Visio).
• Advanced knowledge of information governance principles, practices, and technologies.
• Excellent organizational and project management skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.
• Knowledge of enterprise content management systems and other IG technologies.
• Experience leading operational improvement, technology implementation, or governance modernization initiatives.
• Certification in Information Governance or Records Management (e.g., CRM, IGP) preferred.