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.
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Lead and develop teams responsible for document services, mail operations, reception, digital intake, and administrative support.
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Set performance expectations, service standards, and metrics for timely, accurate, and efficient service delivery.
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Promote accountability, collaboration, continuous improvement, and customer service excellence.
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Oversee scanning, imaging, indexing, retrieval, storage, retention, and quality control for physical and electronic records.
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Ensure records are accurate, accessible, secure, and compliant with retention and privacy requirements.
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Partner with business and technology teams to improve document workflows, systems, automation, and digital transformation efforts.
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Manage incoming and outgoing mail, packages, and business critical correspondence.
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Ensure accurate sorting, routing, delivery, tracking, and vendor coordination.
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Maintain controls and procedures that support efficiency, compliance, and service quality.
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Oversee centralized email inboxes and digital intake channels.
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Ensure requests and documentation are reviewed, prioritized, routed, tracked, and completed within service expectations.
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Monitor workloads and service levels to support responsiveness and operational efficiency.
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Supervise reception and front desk operations.
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Maintain a professional, secure visitor experience and oversee office access and related administrative processes.
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Oversee printing, processing, reconciliation, and mailing of checks and sensitive customer communications.
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Maintain controls that protect confidential information, reduce errors, and meet regulatory, privacy, and quality standards.
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Lead document services, mail, and operational readiness activities for relocations and workplace modernization.
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Coordinate address changes, mail forwarding, notifications, vendor communications, and process transitions.
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Develop transition plans and workflow solutions that maintain uninterrupted operational support.
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Coordinate document onboarding for fraternal mergers, acquisitions, block transfers, and other growth initiatives.
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Partner with Operations, Compliance, IT, and business stakeholders to convert and integrate acquired records.
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Oversee preparation, scanning, indexing, validation, quality assurance, and incorporation of acquired records into enterprise systems.
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Support due diligence, conversion planning, and post implementation reviews.
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Identify and implement improvements that strengthen efficiency, quality, customer experience, and risk management.
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Support workflow automation, intelligent document processing, operational modernization, and KPI based performance improvement.
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Adhering to and supporting GBU’s Enterprise Risk Management Framework.
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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.
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Understanding and conducting oneself in accordance with the Employee Handbook and preserving GBU’s brand and reputation.
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Performs other related duties as assigned by management.
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Bachelor’s degree in Business Administration, Operations Management, Information Management, or related field; equivalent experience considered.
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3 to 5 years of experience in operations, document or records management, mail services, customer service operations, or related functions.
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Supervisory or leadership experience preferred.
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Demonstrated experience managing operational performance, including workload and capacity planning, service levels, quality, productivity, risk controls, and continuous improvement.
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Experience with document management systems, imaging platforms, workflow technology, records administration, and operational controls.
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Knowledge of retention, privacy, compliance standards, organizational change, facility transitions, operational projects, or business integrations.
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Strong analytical, organizational, problem solving, communication, and Microsoft Office skills.
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Experience managing third party service providers, including service level performance, issue resolution, controls, and vendor accountability, preferred.
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Lean, Six Sigma, or continuous improvement experience preferred.
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Medical, Dental Vision
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Company paid HRA
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401(k) + match
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Pension Plan
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Long Term and Short Term Disability
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Life Insurance and ADD
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PTO and VTO (Volunteer Time Off)
GBU Financial Life is a member-owned, not-for-profit fraternal benefit society founded in Pittsburgh in 1892. Formed to provide financial security and benefits to its members. As Pennsylvania’s largest fraternal, and the nation’s sixth, GBU serves more than 60,000 members across the country with a 49-state sales and marketing footprint which will continue to grow until we are a nationwide provider. GBU partners with a network of 2,000 agents to market and distribute a variety of life insurance and retirement products, including term life, permanent life, and fixed annuities. GBU stays true to its fraternal roots, commitment, and mission by serving as an active supporter and contributor to well-known charities such as American Cancer Society, American Red Cross, and military-focused initiatives, among others. Giving back to the community and integrating the membership into service-oriented activities is an important part of GBU’s fabric and culture.
