Team Lead, Operations Support
Location: On-site (in-office role due to physical mail operations)
FedPoint is seeking a driven and experienced Team Lead to oversee the daily operations of our Operations Support team. This role is ideal for a hands-on leader who thrives in a fast-paced, production-oriented environment and is passionate about developing people, improving processes, and delivering operational excellence.
As Team Lead, you will serve as the primary liaison between internal departments, external partners, and vendors—ensuring all operational and control activities meet client standards and organizational expectations. You will play a key role in fostering a high-performing, engaged team while driving continuous improvement across workflows and service delivery.
Department Overview
The Operations Support team manages document processing across all business lines, including scanning, identification, and distribution of inbound transactions, outbound mail services, and operational support functions. This team is critical to ensuring accuracy, efficiency, and timeliness in core operational processes.
What You’ll Do
1. Leadership & Operational Management (60%)
- Lead, coach, and develop a team of associates to achieve performance goals
- Manage schedules, assignments, and staffing needs, including temporary employees during peak volumes
- Conduct regular one-on-one meetings, provide feedback, and deliver performance evaluations
- Build and maintain training plans, onboarding programs, and ongoing development initiatives
- Foster a positive, accountable, and high-performing team environment
- Participate in hiring and onboarding new team members
- Monitor and approve payroll, ensuring accuracy and compliance
- Oversee daily operations to ensure adherence to service level agreements (SLAs) and performance metrics
- Drive process improvements, cost efficiencies, and operational excellence initiatives
- Identify operational risks and implement mitigation strategies
- Monitor performance data and provide insights to leadership
- Support audits, escalations, and compliance-related activities
- Collaborate with leadership to develop and refine procedures
- Champion a culture of continuous improvement and innovation
2. Vendor Management (20%)
- Build and maintain strong relationships with vendor partners
- Ensure vendor performance meets established standards and metrics
- Review and validate vendor invoices and documentation
- Manage relationships with mail carriers and operational service providers
3. Stakeholder & Relationship Management (20%)
- Serve as the primary point of contact for internal partners across multiple departments
- Collaborate cross-functionally to resolve issues and improve processes
- Represent the team in meetings, projects, and initiatives
- Support testing, implementation, and adoption of new processes or systems
- Travel occasionally for training or in-person collaboration, as needed
What You Bring
Experience & Education
- High school diploma or equivalent required; college coursework or equivalent experience preferred
- 2+ years of people management experience with a strong track record in team development and performance management
- Experience in operations, production, or document processing environments preferred
- Vendor management experience is a plus
Technical Skills
- Proficiency in Microsoft Excel and other Office tools; advanced skills preferred
- Experience with databases, data analysis, and file transmissions is a plus
Core Competencies
- Strong leadership and coaching abilities with a focus on accountability and engagement
- Excellent communication skills with the ability to influence and collaborate across teams
- Analytical mindset with the ability to translate data into actionable insights
- Strong organizational and project management skills with attention to detail
- Adaptability and comfort working in a dynamic, evolving environment
- Ability to balance hands-on involvement with delegation and strategic thinking
Why Join Us?
At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.
We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.
In addition to working for a company with great people and an excellent reputation, what’s in it for you?
- Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
- Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
- Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
- Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
- 6 weeks fully-paid parental leave
- Tuition reimbursement program to support career goals.
- Corporate giving and matching gifts program.
- Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
- A wide variety of personal, professional, and career development programs.
- Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.
All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.
FedPoint is an equal opportunity employer as to all protected groups under applicable federal, state and local laws, including protected veterans and individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603) 433-4500. Equal Employment Opportunity (EEO) PosterFamily and Medical Leave Act (FMLA) PosterEmployee Polygraph Protection Act Poster