Manager of Document Services

Document Services Manager

The Document Services Manager oversees daily operations and service delivery of centralized document processing, distributed document capture, administration of physical document storage, and quality control of member/organizational documents and execution of document retention schedules. They drive adoption of technology solutions to enhance the member and employee experience and increase organizational efficiency while ensuring effective document management practices. They also evaluate performance for exceptional member and internal service delivery, overall compliance with regulatory requirements and opportunities for internal and organization wide process improvement. They manage document activities such as verifications of deposits, member copy requests, and returned mail processes. They contribute to the overall Operations Strategy by identifying and implementing process efficiencies and developing cross-functional focus.

What you will do here:

• Builds and manages a high performing team through effective on-boarding, performance coaching and development of employees with adherence to department and organizational standards.
• Oversees daily operations and service delivery of Document Management; establish one group whose objectives are to meet deadline commitments, within compliance and regulatory requirements, while ensuring effective financial management.
• Manages the organization's central document retention policy and destruction of documents. Ensures timely delivery of verifications of deposit, member copy requests, and returned mail activities.
• Drives initiatives to optimize technology solutions in the department and across the organization related to document and process management. Includes continual evaluation of existing operations and future business strategy, identification of sound recommendations, testing and implementation of new or enhanced processes and solutions.
• Works with internal teams, technology partners and vendors serving as a subject matter expert for Document Management functional activities to coordinate project activities, maintain service levels agreements, ensuring timely problem resolution.
• Partners with Operations Programs to oversee vendors and outsourced service provider relationships; assists with evaluation of vendor service level adherence and ensure enterprise content management (ECM) systems are used to full potential.
• Perform other job-related duties as assigned.

What you will need:

• High School Diploma or GED required.
• Bachelor's degree in Business Management, Organizational Leadership or related field preferred.
• 2+ Years of Leadership experience required.
• 5+ Years of Financial Institution Experience required.
• 1+ year of Experience with document and process management practices, electronic content management systems and applications preferred.
• Excellent communication skills are required. Must be able to influence change with direct reports and across internal and cross-functional teams. Incumbent must have the ability to contribute to the development of innovated recommendations and build upon ideas and strategies in a proactive manner so that fundamental initiatives can be realized required.
• Leads organizational change initiatives by building stakeholder alignment, managing resistance, and embedding sustainable behavioral shifts across teams required.
• Coaching for results, ability to develop others and manage performance required.
• Strong organizational skills with the ability to prioritize and manage multiple assignments and quickly adapt to a changing environment required.
• Background in workflow automation and e-signature tools required.
• Aptitude for process efficiency, creative problem solving, strong operational oversight and compliance with regulatory requirements required.
• Technical aptitude with the ability to translate business needs to technical partners required.
• Proficient with MS Office Suite Products (Word, Excel, PowerPoint) required.
• Proficiency with Enterprise Content Management (ECM) preferred.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.