Regional Operations Manager-Mail Services

The Millennium Group • New York, NY

3d • Hybrid

About The Position

The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry. The Regional Operations Manager provides leadership and operational oversight across multiple client sites, ensuring consistent service delivery, compliance with TMG Best Practices, and high levels of client satisfaction. This role oversees mail services and related office operations while driving process improvement, employee development, and financial performance.

Requirements

• Minimum five-seven years managerial experience managing multiple locations and disciplines.
• Bachelor's degree in Business Administration or 7 -10 years related industry experience.
• Leadership: ability to lead people and get results.
• Planning: ability to forecast necessary changes in the organization.
• Ability to manage multiple priorities/projects.
• Excellent interpersonal and communication skills.
• Proficient in Microsoft Office products (Word, Excel, PowerPoint)
• Commitment to Company values.
• Willingness to travel to other locations as necessary.

Nice To Haves

• Proven track record of managing multiple locations for mail, shipping/receiving, copy, switchboard (receptionist) and other related office services.
• Ability to identify and resolve potential problems.
• Strong leadership, customer relationship skills, project management.

Responsibilities

• Provides leadership and operational oversight across multiple client sites, ensuring consistent service delivery, compliance with TMG Best Practices, and high levels of client satisfaction.
• Oversees mail services and related office operations while driving process improvement, employee development, and financial performance.
• Ensures TMG Best Practices compliance and client satisfaction.
• Responsible for training/educating employees.
• Monitors operations budgets (salary) to ensure compliance with organizational expenditure requirements.
• Ensures new hire paperwork, payroll change forms, employee reviews/counseling, attendance cards, and policy and procedures review and recruitment are completed and submitted on a timely basis.
• Understands and updates the "Scope of Work", maintains good vendor relationships, and monitors contracts.
• Complies with all contractual requirements; customer survey, TMG Best Practices, etc. quarterly reviews, Scope of Work, Staffing Benchmark, etc.
• Ensures TMG training schedule/specialty training and cross-training are in-place and being conducted.
• Reviews and approves weekly payroll and submits forms to HR on a timely basis.
• Establishes and implements standard procedures for site operations.
• Creates Operations & Process Manual to include workflow diagrams.
• Ensures proper management coverage is available at all times.
• Monitors operations for efficiency and quality of service.
• Manages equipment on client's behalf when in scope of work.
• Monitors account(s) activities to ensure compliance with TMG standard operating procedures.
• Conducts and documents monthly management and employee meetings.
• Responds to all inquiries and requests in a timely and professional manner.
• Allocates resources on critical needs; defines plans and actions consistent with business needs; organizes initiatives to achieve results and critical timelines.
• Maintains Site Essential Documents; i.e. Operations Manual, User's Guide, etc.
• Prepares updates for all sites according to established schedule, monthly reports on or before the 10th of every month, account reviews (semi-annual and annually), and customer surveys.
• Maintains the appropriate level of client contact to include client interaction with primary focus of achieving and surpassing client service goals, semi-annual & annual reviews.
• Ensures all billing information is received by TMG billing personnel on or before dates in attached timeline along with monitoring financial performance, and maintains budget compliance.
• Maintains total quality focus to exceed client expectations and ensure service levels are clearly understood and identifies any Quality Improvements.
• Builds commitment/leadership, establishes an atmosphere of trust and support; sets a model for employees that reflects the highest ethics, integrity, and standards of excellence.
• Maintains working relationships with client representative including identifying needs analysis, handling criticism and informing of progress.
• Makes sound and logical decisions without unnecessary delay and proves to be correct and effective.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager