Mailroom Team Leader

Job Description

About the Company

XBP Global is a global workflowautomation leader leveraging Agentic AI to transform how organizations operate.With approximately 9,000 professionals across 20 countries and more than 2,000clients, XBP Global operates a diverse footprint supporting client delivery,corporate operations, and business growth.

About the Role

As a Team Leader in Mailroom, you will oversee and coordinate the day-to-day operations of a team responsible for delivering core services to our clients. You will play a key role in ensuring the smooth functioning of operations, optimizing team performance, and maintaining high-quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving.

Responsibilities

• Supervise and lead a team of Core Services staff, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients.
• Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines.
• Monitor team performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps.
• Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development.
• Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery and facilitate the onboarding of new team members.
• Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction.
• Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences.
• Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development.
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5 years of experience in a similar role, preferably in a client services or operations environment, with demonstrated leadership experience.
• Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients.
• Strong analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions.
• Excellent communication skills, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members.
• Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and experience with customer relationship management (CRM) systems or service delivery platforms.
• Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance.
• Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence.

Required Skills

• Mailroom: 2 years (Required)
• Supervising: 3 years (Required)