Manager, Documentation & Mail Operations

Group 1001 • Zionsville, IN

10d • Onsite

About The Position

The Manager, Documentation & Mail Operations leads the operation responsible for moving critical information throughout the organization. The role oversees teams handling inbound and outbound mail, check processing, document classification, indexing, and document workflow coordination. It leads Operation Supervisors and Team Leads, holding teams accountable for performance benchmarks in speed and accuracy.

The position manages daily mailroom operations, workflow allocation and prioritization, inventory and cycle times, standard operating procedures, vendor coordination, postage and shipping resources, mail routing, and special-handling mail. It also oversees document routing, classification, tracking, records management, compliance, chain-of-custody practices, mailroom technology, process improvement, reporting, budget and vendor activities, and team development.

This is a full-time, in-office position, five days per week, Monday through Friday, from 8:00 a.m. to 5:00 p.m.

Requirements

• High school diploma or GED.
• 3–5 years of mailroom or document management experience.
• At least 2 years of supervisory or team leadership experience.
• Experience with document management systems and mailroom technology.
• Excellent verbal and written communication skills.
• Strong team leadership and results orientation to establish a positive and effective working environment.
• Proficiency with policy administration systems and Microsoft Office Suite.
• Adaptability to an ever-changing and growing organization.
• Ability to stand, walk, lift, and operate mailroom equipment for extended periods.

Nice To Haves

• Associate’s or Bachelor’s degree.
• Certification in Records Management or a related field.
• Experience with enterprise document management systems, workflow management, and/or imaging systems.
• Knowledge of compliance requirements such as HIPAA and SOX, as applicable to the industry.
• Lean Six Sigma or process improvement certification.

Responsibilities

• Oversee daily mailroom operations, including sorting, processing, and distributing incoming and outgoing mail and packages.
• Manage daily workflow allocation and prioritization to meet service level agreements.
• Monitor pending inventory, reduce cycle times, and establish contingency plans for significant volume increases.
• Develop and maintain standard operating procedures for mailroom and indexing functions.
• Coordinate with postal services, courier companies, and shipping vendors to ensure timely deliveries.
• Manage postage accounts, metering systems, shipping supplies, and mail routing schedules and delivery routes.
• Process certified mail, registered mail, and packages requiring signatures or special handling.
• Ensure sensitive documents are routed appropriately and maintain proper chain of custody.
• Oversee document routing procedures and workflows, refining them and leveraging automation where possible.
• Develop and enforce document classification and prioritization protocols.
• Manage digital and physical document tracking systems.
• Maintain accurate logs and records of mail and document transactions.
• Ensure compliance with regulatory requirements for document handling and retention.
• Implement chain-of-custody procedures for legal, financial, and confidential documents.
• Manage mailroom equipment, including postage meters, scanners, and tracking software.
• Identify opportunities for automation and process improvement, and implement and maintain electronic document management systems.
• Generate reports on mailroom metrics, costs, and efficiency.
• Assist with management of the mailroom and indexing operating budget; monitor postage and shipping costs.
• Negotiate contracts with postal and courier service providers in conjunction with internal service partners.
• Procure and maintain mailroom supplies and equipment.
• Lead, coach, and develop Operations Supervisors and Team Leads.
• Establish and monitor team and individual performance metrics and conduct regular performance reviews.
• Identify training needs and implement development programs as needed.
• Foster a culture of accuracy, efficiency, and exceptional service.

Benefits

• Comprehensive health insurance plan options for eligible employees and their families.
• Dental insurance plan options for eligible employees and their families.
• Vision insurance plan options for eligible employees and their families.
• Basic and Supplemental Life Insurance.
• Short- and Long-Term Disability.
• Employee Assistance Program, available to all employees regardless of hours worked and without enrollment.
• Wellness programs, available to all employees regardless of hours worked and without enrollment.
• 401(k) plan with company matching contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED