Team Manager, Office and Mail Support

Position Summary

The Team Manager, Office and Mail Support, is responsible for overseeing the daily functions of the mailroom and clerical support team within a captive auto finance environment. This role ensures timely and accurate processing of incoming and outgoing mail, scanning, and document handling in accordance with company policies and regulatory guidelines. Leads a team of mail clerks, monitors key performance indicators (KPIs), and collaborates with internal departments to support operational efficiency and document integrity.

Responsibilities

• Supervise and coordinate the daily activities of the mailroom team, including mail sorting, scanning, filing, and document preparation.
• Monitor and track KPIs related to mail volume, processing time, scan accuracy, and delivery turnaround for both incoming and outgoing mail.
• Ensure timely acceptance, routing, and documentation of deliveries; notify appropriate personnel and resolve misdirected mail.
• Oversee the processing of scan requests submitted to the SCAN mailbox and funding packages received via mail.
• Collaborate with IT and internal stakeholders to resolve software or hardware issues related to scanning equipment and imaging systems.
• Manage the receipt, tracking, and organization of funded files; ensure proper preparation of collateral files in accordance with established guidelines.
• Oversee scanning of critical documentation including funded files, payoff documents, returned contracts, title paperwork, and dispute files.
• Support light receptionist duties as needed, including answering inbound calls, greeting visitors, and accepting deliveries.
• Maintain confidentiality when accessing personal consumer information such as Social Security numbers and dates of birth.
• Conduct regular team meetings to review performance metrics, communicate updates, and promote engagement.
• Provide coaching, training, and performance feedback to mailroom staff to support development and operational excellence.
• Prepare and present reports to leadership summarize mailroom performance, trends, and areas for improvement.
• Perform other duties and special projects as assigned.
• Assist in directing the work of employees assigned to the Titles department by leading and overseeing their day-to-day activities and work schedules and by providing work-related guidance in accordance with the Company's policies and procedures.

Required Experience

• Minimum 3 years' experience in clerical, mailroom, or document operations.
• Minimum 2 years' experience in mail, customer service or production environment.

Education

High School Diploma or GED.

Skills

• Strong leadership, organizational skills, and a commitment to maintaining confidentiality and service excellence.
• Experience tracking and reporting operational KPIs.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Strong verbal and written communication skills.
• Ability to manage multiple priorities and lead a team in a fast-paced environment.

Preferred Qualifications

• Minimum 6 months of experience in a captive auto finance environment.
• Managing clerical workflows and document compliance.
• Minimum 1 year in a supervisory or team lead role.
• Associate's or Bachelor's degree in Business Administration or related field or a combination of experience and higher education is acceptable.
• Familiarity with mail operations, scanning software, imaging systems, and document management platforms.

Physical Demands

Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodation will be reviewed upon request.

Work Environment

The noise level in the work environment is usually moderate.

Schedule

This position is an in-office role, requiring in-office presence up to 5 days a week. This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.

Travel

0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to Houston, TX.