Manager, Document and Service Operations

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

Job Summary

The Manager, Document and Service Operations leads document services, mail operations, digital intake, reception, and administrative support to ensure the secure, accurate, and compliant flow of physical and digital information across the enterprise.

The role oversees scanning and imaging, records management, email intake, check fulfillment, and operational support while advancing workflow automation, document management improvements, facility transitions, and records integration related to growth initiatives.

DUTIES AND RESPONSIBILITIES

Leadership and Operational Management

• 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.

Document Management and Digital Operations

• 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.

Mail Operations and Distribution Services

• Manage incoming and outgoing mail, packages, and business critical correspondence.
• Ensure accurate sorting, routing, delivery, tracking, and vendor coordination.
• Maintain controls and procedures that support efficiency, compliance, and service quality.

Digital Intake and Workflow Coordination

• Oversee centralized email inboxes and digital intake channels.
• Ensure requests and documentation are reviewed, prioritized, routed, tracked, and completed within service expectations.
• Monitor workloads and service levels to support responsiveness and operational efficiency.

Visitor Experience and Reception Services

• Supervise reception and front desk operations.
• Maintain a professional, secure visitor experience and oversee office access and related administrative processes.

Check Fulfillment and Secure Document Processing

• Oversee printing, processing, reconciliation, and mailing of checks and sensitive customer communications.
• Maintain controls that protect confidential information, reduce errors, and meet regulatory, privacy, and quality standards.

Facility Transition and Business Continuity

• Lead document services, mail, and operational readiness activities for relocations and workplace modernization.
• Coordinate address changes, mail forwarding, notifications, vendor communications, and process transitions.
• Develop transition plans and workflow solutions that maintain uninterrupted operational support.

Fraternal Mergers and Records Integration

• Coordinate document onboarding for fraternal mergers, acquisitions, block transfers, and other growth initiatives.
• Partner with Operations, Compliance, IT, and business stakeholders to convert and integrate acquired records.
• Oversee preparation, scanning, indexing, validation, quality assurance, and incorporation of acquired records into enterprise systems.
• Support due diligence, conversion planning, and post implementation reviews.

Process Improvement and Operational Excellence

• Identify and implement improvements that strengthen efficiency, quality, customer experience, and risk management.
• Support workflow automation, intelligent document processing, operational modernization, and KPI based performance improvement.

Properly Adheres to Company Risk Management Principles

• Adhering to and supporting GBU’s Enterprise Risk Management Framework.
• Understanding and complying with applicable laws, regulations, policies and procedures; completing all required training; executing and monitoring controls effectively (as applicable); appropriately identifying, assessing, escalating and remediating risks, potential issues and control failures (as applicable); and reporting compliance or regulatory concerns to management.
• Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
• Performs other related duties as assigned by 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.
• Demonstrated 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.

OUR BENEFITS

• Medical, Dental Vision
• Company paid HRA
• 401(k) + match
• Pension Plan
• Long Term and Short Term Disability
• Life Insurance and ADD
• PTO and VTO (Volunteer Time Off)