Mailroom Team Lead

About the Role:

As a Team Leader in Core Services, you will oversee and coordinate the day‑day operations of a team responsible for delivering core services to our clients. You will play a key role in ensuring the smooth functioning of operations, optimizing team performance, and maintaining high‑quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem‑solving.

• Management of mail/courier services and switchboard operations. Assist Site Manager with all daily operations.
• Process mail, scan in/out packages.
• Inform, implement, and communicate all departmental and company policies and procedures for Mail Center.
• At the direction of the Manager, Team Lead may communicate directly with client and/or client personnel on status of requests, disposition of inquiries, etc.
• Collect and maintain logs for metric numbers for Mail Center.
• Assure that appropriate production level documentation is completed for all production staff.
• Supervise and lead a team of Core Services staff, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients.
• Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines.
• Monitor team performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps.
• Collaborate with other departments or teams to coordinate cross‑functional initiatives, resolve service‑related issues, and implement process improvements to enhance efficiency and effectiveness.
• Conduct regular one‑on‑one meetings and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development.
• Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery and facilitate the onboarding of new team members.
• Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction.
• Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences.
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer‑centric mindset among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled