Mailroom Team Lead

About XBP

About XBP XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.

About the Role: As a Team Leader in Core Services, you will oversee and coordinate the day-to-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.

• High School Diploma, GED or equivalent combination of education and relevant experience.
• 2 – 5 years of experience in a similar role, preferably in a client services or operations environment, with demonstrated leadership experience.
• Proven track record of successfully leading teams to achieve performance goals and deliver high-quality services to clients.
• Strong analytical and problem-solving skills, with the ability to assess complex situations, identify underlying issues, and develop effective solutions.
• Excellent communication skills, both verbal and written, with the ability to articulate ideas clearly, influence others, and build rapport with clients and team members.
• Ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing priorities or business needs.
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and experience with customer relationship management (CRM) systems or service delivery platforms.
• Knowledge of industry regulations, standards, and best practices related to core services, with a commitment to compliance and quality assurance.
• Strong leadership qualities, including integrity, accountability, resilience, and the ability to motivate and inspire team members to achieve excellence.

The pay range for this position starts at $21.00/hr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, , , , or  We would never ask you for payment or ask you to deposit a cheque into your personal bank…