Mailroom Services Manager

Job Title: Mailroom & Digital Mail Services Manager

Role type: 3 to 4 months contract role with the potential to go long term

Pay rate: $30/hour

Role type: Fully on-site position.

Weekly hours: 37.5 hours per week (half an hour lunch is unpaid)

Location: Markham, ON

Leap Recruitment Partners is proud to represent a premier leader in the Canadian insurance and financial services landscape. Our client is recognized for its commitment to service excellence and innovation, and we are currently seeking a motivated, bilingual professional to join their high-performing Billing Operations team.

About the Role

Our client is seeking an experienced Mailroom & Digital Mail Services Manager to oversee the daily operations of physical and digital mail services. This leadership role is responsible for ensuring efficient, secure, and cost-effective mailroom, courier, and digital mail operations while driving continuous improvement initiatives and delivering exceptional internal customer service.

The successful candidate will bring strong operational management experience, vendor oversight expertise, analytical capabilities, and a customer-focused approach to service delivery.

Key Responsibilities

• Lead and manage all mailroom, courier, and digital mail operations to ensure timely and accurate service delivery.
• Monitor operational performance and implement strategies to improve efficiency, service quality, and first-time resolution rates.
• Manage third-party vendors and service providers, ensuring compliance with contractual obligations and Service Level Agreements (SLAs).
• Develop, monitor, and control departmental budgets, identifying opportunities for cost savings and operational efficiencies.
• Analyze operational data, prepare reports, and leverage Excel-based reporting tools to track key performance indicators (KPIs).
• Ensure adherence to security, privacy, compliance, and risk management standards.
• Identify and implement process improvements, automation opportunities, and digital transformation initiatives.
• Maintain accurate operational procedures, policies, and documentation.
• Collaborate with business leaders and internal stakeholders to support organizational objectives and service excellence.
• Promote sustainability initiatives and support corporate social responsibility programs where applicable.
• Lead, coach, and develop team members while fostering a culture of accountability, continuous improvement, and customer service excellence.

Qualifications

• 3–5+ years of experience in mailroom operations, logistics, facilities services, records management, or a related operational environment.
• Previous leadership, supervisory, or team management experience preferred.
• Experience managing external vendors, contracts, and service-level agreements.
• Proven experience with budget management, cost control, and operational reporting.
• Knowledge of digital mail systems, document management platforms, or mail automation technologies is considered an asset.
• Post-secondary education in Business Administration, Operations Management, Logistics, or a related field is an asset.

Required Skills

• Strong leadership and people management abilities.
• Excellent verbal and written communication skills.
• Advanced Microsoft Excel and reporting capabilities.
• Strong analytical thinking and data-driven decision-making skills.
• Proven process improvement and problem-solving experience.
• Budget planning, forecasting, and expense management expertise.
• High attention to detail with a strong focus on compliance and risk management.
• Strong technical aptitude and ability to learn new systems and technologies.

Core Competencies

• Customer Focus
• Operational Excellence
• Results Orientation
• Analytical Thinking
• Continuous Improvement
• Accountability
• Collaboration & Relationship Building
• Adaptability & Change Management

What Success Looks Like

• Efficient and compliant mailroom and digital mail operations.
• Consistent achievement of service-level commitments.
• Strong vendor performance and cost management.
• Improved operational processes and customer satisfaction.
• Effective use of data and reporting to drive business decisions.

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.