Manager, Mail Operations

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters: In this position you'll lead the operation that keeps critical information flowing across the entire organization. This includes managing multi-functional teams responsible for inbound/outbound mail processing, check handling, and document classification and indexing. You'll combine physical mail operations with modern document workflow coordination to ensure seamless, accurate, and timely movement of important contracts, payments, and communication that drive business. This role leads Operation Supervisors (functional people managers) and Team Leads ensuring teams are held accountable to meet and exceed performance benchmarks for speed and accuracy. How You'll Contribute: Mail Operations Management Oversee daily mailroom operations including sorting, processing, and distributing incoming and outgoing mail and packagesManage daily workflow allocation and prioritization to meet service level agreements (SLAs)Monitor pending inventory and implement strategies to reduce cycle times. Ensure contingency plans are established to handle significant volume influxes.Develop and maintain standard operating procedures (SOPs) for all mailroom functionsCoordinate with postal services, courier companies, and shipping vendors to ensure timely deliveriesManage postage accounts, metering systems, and shipping suppliesEstablish and maintain efficient mail routing schedules and delivery routesProcess certified mail, registered mail, and packages requiring signatures or special handlingEnsure sensitive documents are routed to appropriate personnel with proper chain of custody Documentation Routing & Workflow Oversee document routing procedures and workflowsRefine and revise procedures and workflows, leveraging automation to develop efficiencies where possibleManage daily workflow allocation and prioritization to meet service level agreements (SLAs)Monitor pending inventory and implement strategies to reduce cycle times. Ensure contingency plans are established to handle significant volume influxes.Develop and maintain standard operating procedures (SOPs) for all indexing functionsDevelop and enforce document classification and prioritization protocolsManage digital and physical document tracking systems Records Management & Compliance Maintain accurate logs and records of all mail and document transactionsEnsure compliance with regulatory requirements for document handling and retentionImplement chain-of-custody procedures for legal, financial, and confidential documents Technology & Process Improvement Manage mailroom equipment including postage meters, scanners, and tracking softwareIdentify opportunities for automation and process improvementImplement and maintain electronic document management systemsGenerate reports on mailroom metrics, costs, and efficiency Budget & Vendor Management Aid in management of the mailroom and indexing operating budgetMonitor and control postage and shipping costsNegotiate contracts with postal and courier service providers, in conjunction with internal service partnersProcure and maintain mailroom supplies and equipment Team Leadership Lead, coach, and develop Operations Supervisors (functional people managers) and Team LeadsEstablish and monitor team and individual performance metrics and conduct regular performance reviewsIdentify training needs and implement development programs, as neededFoster a culture of accuracy, efficiency, and exceptional service What We're Looking For: High school diploma or GED required; Associate’s or Bachelor’s degree preferred3-5 years of mailroom or document management experienceAt least 2 years of supervisory or team leadership experienceExperience with document management systems and mailroom technologyExcellent communication skills both verbal and writtenStrong team leader and results oriented to establish a positive and effective working environmentProficiency with policy administration systems and Microsoft Office SuiteAdaptability to an ever changing and growing organizationAbility to stand, walk, lift, and operate mailroom equipment for extended periods of time Preferred Certification in Records Management or related fieldExperience with enterprise document management systems, workflow management, and/or imaging systemsKnowledge of compliance requirements (HIPAA, SOX, etc.) as applicable to industryLean Six Sigma or process improvement certification This position requires full-time, in-office, five days per week, Monday through Friday 8:00 am to 5:00 pm. Benefits Highlights: Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.