Document & Service Operations Manager

GBU Life; Pittsburgh (Allegheny County); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental Vision

Company paid HRA

401(k) + match

Pension Plan

Long Term and Short Term Disability

Life Insurance and ADD

PTO and VTO

Job summary

GBU Life seeks a Manager, Document and Service Operations to lead document services, mail operations, digital intake, and reception, ensuring secure, compliant information flow across the enterprise. You will drive workflow automation, records management improvements, and transitions related to growth initiatives.

Responsibilities include overseeing scanning, indexing, storage, and quality control, as well as coordinating with business teams to enhance processes and vendor management.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Information Management, or related field; equivalent experience considered.
• 3 to 5 years of experience in operations, document or records management, mail services, customer service operations, or related functions.
• Supervisory or leadership experience preferred.
• Experience managing operational performance, including workload and capacity planning, service levels, quality, productivity, risk controls, and continuous improvement.
• Experience with document management systems, imaging platforms, workflow technology, records administration, and operational controls.
• Knowledge of retention, privacy, compliance standards, organizational change, facility transitions, operational projects, or business integrations.
• Strong analytical, organizational, problem solving, communication, and Microsoft Office skills.
• Experience managing third party service providers, including service level performance, issue resolution, controls, and vendor accountability, preferred.
• Lean, Six Sigma, or continuous improvement experience preferred.

Responsibilities

• Lead and develop teams responsible for document services, mail operations, reception, digital intake, and administrative support.
• Set performance expectations, service standards, and metrics for timely, accurate, and efficient service delivery.
• Promote accountability, collaboration, continuous improvement, and customer service excellence.
• Oversee scanning, imaging, indexing, retrieval, storage, retention, and quality control for physical and electronic records.
• Ensure records are accurate, accessible, secure, and compliant with retention and privacy requirements.
• Partner with business and technology teams to improve document workflows, systems, automation, and digital transformation efforts.
• Manage incoming and outgoing mail, packages, and business critical correspondence.

Skills

Analytical skills

Organizational skills

Problem solving

Communication skills

Microsoft Office

Education

Bachelor's degree in Business Administration or related field

Tools

Document management systems

Imaging platforms

Workflow technology

Operational controls

Job description

GBU Life seeks a Manager, Document and Service Operations to lead document services, mail operations, digital intake, and reception, ensuring secure, compliant information flow across the enterprise. You will drive workflow automation, records management improvements, and transitions related to growth initiatives.

Responsibilities include overseeing scanning, indexing, storage, and quality control, as well as coordinating with business teams to enhance processes and vendor management.