Manager, Mail Operations & Indexing

Mailroom Operations Manager

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 packages
• Manage 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 functions
• Coordinate with postal services, courier companies, and shipping vendors to ensure timely deliveries
• Manage postage accounts, metering systems, and shipping supplies
• Establish and maintain efficient mail routing schedules and delivery routes
• Process certified mail, registered mail, and packages requiring signatures or special handling
• Ensure sensitive documents are routed to appropriate personnel with proper chain of custody

Documentation Routing & Workflow

• Oversee document routing procedures and workflows
• Refine and revise procedures and workflows, leveraging automation to develop efficiencies where possible
• Manage 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 functions
• Develop and enforce document classification and prioritization protocols
• Manage digital and physical document tracking systems

Records Management & Compliance

• Maintain accurate logs and records of all 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

Technology & Process Improvement

• Manage mailroom equipment including postage meters, scanners, and tracking software
• Identify opportunities for automation and process improvement
• Implement and maintain electronic document management systems
• Generate reports on mailroom metrics, costs, and efficiency

Budget & Vendor Management

• Aid in management of the mailroom and indexing operating budget
• Monitor and control 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

Team Leadership

• Lead, coach, and develop Operations Supervisors (functional people managers) 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

What We're Looking For:

• High school diploma or GED required; Associate's or Bachelor's degree preferred
• 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 communication skills both verbal and written
• Strong team leader and results oriented 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 of time

Preferred

• Certification in Records Management or related field
• Experience with enterprise document management systems, workflow management, and/or imaging systems
• Knowledge of compliance requirements (HIPAA, SOX, etc.) as applicable to industry
• Lean 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.