Manager, Document and Service Operations

GBU Life; Pittsburgh (Allegheny County); On-site; USD 90,000 - 130,000; 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 is seeking a Manager to lead document services, mail operations, digital intake, and administrative support, ensuring secure, accurate, and compliant information flow across the enterprise.

The role includes supervising scanning, imaging, records management, and workflow automation, while driving modernization and regulatory adherence in a growth-focused environment.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Experience in operations, document or records management, mail services, or related functions.
• Supervisory or leadership experience preferred.
• Experience with document management systems and workflow technology.
• Knowledge of retention, privacy, regulatory and quality standards.
• Strong analytical, organizational, and communication skills.
• Lean, Six Sigma, or continuous improvement experience preferred.

Responsibilities

• Lead and develop teams for document services, mail operations, reception, digital intake, and administrative support.
• Set performance standards and metrics for timely, accurate service delivery.
• Oversee scanning, imaging, indexing, retrieval, storage, retention, and quality control for records.
• Ensure records are accurate, accessible, secure, and compliant with retention and privacy requirements.
• Improve document workflows, automation, and digital transformation efforts in collaboration with business and tech teams.
• Manage incoming/outgoing mail, packages, and sensitive customer communications; ensure proper routing and vendor coordination.
• Supervise reception/front-desk operations and maintain a secure visitor experience.
• Lead transitions for relocations, workplace modernization, and business continuity planning.
• Coordinate mergers/records integration and due diligence related to growth initiatives.
• Identify and implement process improvements to enhance efficiency, quality, and risk management.

Skills

Analytical skills

Communication skills

MS Office proficiency

Education

Bachelor's degree in Business Administration / Operations Management / Information Management

Tools

Imaging platforms

Document management systems

Workflow technology

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.
• Leadership and Operational Management: Set performance expectations, service standards, and metrics for timely, accurate, and efficient service delivery.
• Leadership and Operational Management: 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.
• Document Management and Digital Operations: Ensure records are accurate, accessible, secure, and compliant with retention and privacy requirements.
• Document Management and Digital Operations: 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 businesscritical correspondence.
• Mail Operations and Distribution Services: Ensure accurate sorting, routing, delivery, tracking, and vendor coordination.
• Mail Operations and Distribution Services: Maintain controls and procedures that support efficiency, compliance, and service quality.
• Digital Intake and Workflow Coordination: Oversee centralized email inboxes and digital intake channels.
• Digital Intake and Workflow Coordination: Ensure requests and documentation are reviewed, prioritized, routed, tracked, and completed within service expectations.
• Digital Intake and Workflow Coordination: Monitor workloads and service levels to support responsiveness and operational efficiency.
• Visitor Experience and Reception Services: Supervise reception and frontdesk operations.
• Visitor Experience and Reception Services: 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.
• Check Fulfillment and Secure Document Processing: 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.
• Facility Transition and Business Continuity: Coordinate address changes, mail forwarding, notifications, vendor communications, and process transitions.
• Facility Transition and Business Continuity: 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.
• Fraternal Mergers and Records Integration: Partner with Operations, Compliance, IT, and business stakeholders to convert and integrate acquired records.
• Fraternal Mergers and Records Integration: Oversee preparation, scanning, indexing, validation, quality assurance, and incorporation of acquired records into enterprise systems.
• Fraternal Mergers and Records Integration: Support due diligence, conversion planning, and postimplementation reviews.
• Process Improvement and Operational Excellence: Identify and implement improvements that strengthen efficiency, quality, customer experience, and risk management.
• Process Improvement and Operational Excellence: Support workflow automation, intelligent document processing, operational modernization, and KPIbased performance improvement.
• Properly Adheres to Company Risk Management Principles: Adhering to and supporting GBU’s Enterprise Risk Management Framework.
• Properly Adheres to Company Risk Management Principles: 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.
• Properly Adheres to Company Risk Management Principles: Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
• Properly Adheres to Company Risk Management Principles: 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.
• 35 years of experience in operations, document or records management, mail services, customer service operations, or related functions.
• Supervisory or leadership experience preferred.
• 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, problemsolving, communication, and Microsoft Office skills.
• Lean, Six Sigma, or continuous improvement experience preferred.

OUR BENEFITS

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