Manager, Mail and Data Processing
Job Summary:
Lead Mail Services and Data Processing for DDAR and supported Delta Dental member companies, ensuring accurate, timely, reliable, and cost-effective service. Serve as the primary contact and subject-matter expert for internal and external stakeholders.
Leadership Responsibilities:
Align people and resources with service goals, develop employees, and foster accountability, collaboration, and continuous improvement. Lead change, build stakeholder relationships, and exercise financial and operational stewardship.
Primary Job Responsibilities:
People Leadership and Workforce Planning - Recruit, select, onboard, and develop employees through clear expectations, coaching, training, mentoring, feedback, and performance management.
- Assess workload, staffing, skills, cross-training, and succession needs; recommend staffing changes and coordinate cross-functional resources.
- Engage employees in collaborative problem-solving and operational improvements.
Operational Performance and Service Delivery - Direct daily operations and prioritize routine work, new responsibilities, and special requests to meet service commitments.
- Establish, monitor, and report performance service levels, workload, productivity, quality, backlogs, and turnaround times; analyze trends and implement corrective action.
- Investigate, escalate, and resolve operational and cross-functional issues affecting employees, customers, members, partners, or service continuity.
Continuous Improvement, Projects, and Change Management - Evaluate and implement process, workflow, technology, and equipment improvements to strengthen efficiency, quality, capacity, and reliability.
- Lead operational changes including assessment, planning, testing, implementation, and stabilization; address impacts on staffing, procedures, controls, customers, member companies, and other Operations teams.
- Lead or support projects, new customer onboarding, and cross-functional initiatives; define outcomes, track progress, and resolve risks and issues.
Vendor, Partner, and Stakeholder Management - Manage vendor and partner performance, service expectations, maintenance, and issue follow-through, including ICS/Captiva, FedEx, UPS, and USPS.
- Coordinate with internal departments, customers, partners, and member companies; proactively communicate performance, changes, risks, and resolutions.
- Support vendor evaluations, contract reviews, renewals, negotiations, and purchasing decisions with operational requirements, performance data, and cost analysis.
Budget and Financial Management - Develop, recommend, and manage the department budget in alignment with approved financial targets and business priorities; monitor operating expenses including postage, equipment costs, and vendor charges, validate invoices, and investigate variances.
- Monitor supply inventory and coordinate timely purchases to maintain uninterrupted operations.
- Annually review costs, revenue, and financial impacts of services provided to other Delta Dental member companies; recommend pricing, cost-allocation, and efficiency adjustments.
Compliance, Controls, and Business Continuity - Maintain documented procedures, controls, quality checks, reconciliations, and segregation of duties; ensure compliance with company policies, contracts, privacy, security, records-retention, and regulatory requirements, including secure handling of mail and sensitive data.
- Maintain and test business-continuity and disaster-recovery plans, including cross-training, equipment readiness, vendor coordination, and critical-service recovery.
- Support audits, remediate findings, and escalate material compliance, control, financial, and operational risks to leadership.
Perform other related duties as assigned.
Minimum Qualifications:
Bachelor’s degree in Business Administration or a related field, at least 3 years of related insurance operations experience, and two years of leadership experience; any suitable combination of education, training, or experience accepted. Basic experience with word processing and spreadsheet software required.
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