Manager, Document and Service Operations

About the role

The Manager, Document and Service Operations leads document services, mail operations, digital intake, reception, and administrative support to ensure the secure, accurate, and compliant flow of physical and digital information across the enterprise. The role oversees scanning and imaging, records management, email intake, check fulfillment, and operational support while advancing workflow automation, document management improvements, facility transitions, and records integration related to growth initiatives.

Responsibilities

• Leadership and Operational Management: Lead and develop teams responsible for document services, mail operations, reception, digital intake, and administrative support. Set performance expectations, service standards, and metrics for timely, accurate, and efficient service delivery. Promote accountability, collaboration, continuous improvement, and customer service excellence.
• Document Management and Digital Operations: Oversee scanning, imaging, indexing, retrieval, storage, retention, and quality control for physical and electronic records. Ensure records are accurate, accessible, secure, and compliant with retention and privacy requirements. Partner with business and technology teams to improve document workflows, systems, automation, and digital transformation efforts.
• Mail Operations and Distribution Services: Manage incoming and outgoing mail, packages, and business-critical correspondence. Ensure accurate sorting, routing, delivery, tracking, and vendor coordination. Maintain controls and procedures that support efficiency, compliance, and service quality.
• Digital Intake and Workflow Coordination: Oversee centralized email inboxes and digital intake channels. Ensure requests and documentation are reviewed, prioritized, routed, tracked, and completed within service expectations. Monitor workloads and service levels to support responsiveness and operational efficiency.
• Visitor Experience and Reception Services: Supervise reception and front-desk operations. Maintain a professional, secure visitor experience and oversee office access and related administrative processes.
• Check Fulfillment and Secure Document Processing: Oversee printing, processing, reconciliation, and mailing of checks and sensitive customer communications. Maintain controls that protect confidential information, reduce errors, and meet regulatory, privacy, and quality standards.
• Facility Transition and Business Continuity: Lead document services, mail, and operational readiness activities for relocations and workplace modernization. Coordinate address changes, mail forwarding, notifications, vendor communications, and process transitions. Develop transition plans and workflow solutions that maintain uninterrupted operational support.
• Fraternal Mergers and Records Integration: Coordinate document onboarding for fraternal mergers, acquisitions, block transfers, and other growth initiatives. Partner with Operations, Compliance, IT, and business stakeholders to convert and integrate acquired records. Oversee preparation, scanning, indexing, validation, quality assurance, and incorporation of acquired records into enterprise systems. Support due diligence, conversion planning, and post-implementation reviews.
• Process Improvement and Operational Excellence: Identify and implement improvements that strengthen efficiency, quality, customer experience, and risk management. Support workflow automation, intelligent document processing, operational modernization, and KPI-based performance improvement.
• Risk Management: Adhere to and support the Enterprise Risk Management Framework. Understand and comply with applicable laws, regulations, policies, and procedures; complete all required training; execute and monitor controls effectively; appropriately identify, assess, escalate, and remediate risks, potential issues, and control failures; and report compliance or regulatory concerns to management. Conduct oneself in accordance with the Employee Handbook and preserve the company’s brand and reputation.
• Perform other related duties as assigned by management.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Information Management, or related field; equivalent experience considered.
• 3-5 years of experience in operations, document or records management, mail services, customer service operations, or related functions.
• Supervisory or leadership experience preferred.
• Experience with document management systems, imaging platforms, workflow technology, records administration, and operational controls.
• Knowledge of retention, privacy, compliance standards, organizational change, facility transitions, operational projects, or business integrations.
• Strong analytical, organizational, problem-solving, communication, and Microsoft Office skills.
• Lean, Six Sigma, or continuous improvement experience preferred.

Benefits

• Medical, Dental, and Vision insurance
• Company-paid HRA
• 401(k) with company match
• Pension Plan
• Long-Term and Short-Term Disability
• Life Insurance and Accidental Death & Dismemberment (ADD)
• Paid Time Off (PTO) and Volunteer Time Off (VTO)