Team Lead, Mail Room and Managed Print Services

DUTIES & RESPONSIBILITIES

• Plan, organize and coordinate day-to-day running activities of the Mail Room to ensure smooth operation and achievement of departmental targets in mail delivery.
• Develop defined mail delivery processes/procedures and communicate to all stakeholders (departments, branches, Area Offices/BDOs).
• Execute, implement, control, and monitor compliance with processes and provide feedback.
• Report stakeholder input into the quarterly planning process and ensure compliance.
• Handle daily receipt of cheques, inter-branch items, and other financial instruments/mails from branches and confirm contents against the schedule/mail manifest.
• Receive mails and financial instruments from Head Office departments and supervise sorting into appropriate pigeonholes.
• Ensure all mails and instruments are accurately captured in the Excel mail manifest (sender, recipient, amount, etc.).
• Supervise automation of mails for dispatch and ensure safe custody of dispatch records.
• Coordinate mail bagging and handover to courier representatives for delivery.
• Process delivery of E-Business Tokens, Diaspora Banking cards/PIN mailers, and other shipments for international delivery via DHL.
• Handle receipt of special delivery shipments for bank-wide or external distribution.
• Supervise processing of share certificates, dividend warrants, and mails from external entities.
• Monitor workflows, track delivery reports, and communicate Proof of Delivery (POD) to senders.
• Verify and process courier bills for payment.
• Manage courier consumables (mail bags, padlocks/keys, pouch bags) and ensure availability for branches.
• Respond promptly to urgent requests and maintain adequate stock levels.
• Initiate reorders when stock reaches minimum levels.
• Ensure quality correspondence with branches, departments, and external customers.
• Handle complaints and resolve issues between the bank and courier vendors (UPS, DHL).
• Oversee courier vendor operations within Head Office.
• Invite courier companies for price and service comparisons during contract renewals.
• Enforce compliance with bank policies on Information Security, Document Management, and Clear Desk practices.
• Supervise day-to-day activities of the Print Management Unit.
• Liaise with departments and vendors on Managed Print Solution issues.
• Ensure SLA compliance and escalate issues where necessary.
• Analyze vendor invoices and ensure accurate billing based on usage.
• Monitor departmental usage and report expenditure.
• Conduct quarterly performance reviews with stakeholders and gather feedback.
• Supervise General Services helpdesk operations.
• Monitor and resolve incidents logged on the SLA Help Desk.
• Prepare weekly and monthly reports on service performance and trends.
• Perform duties as Web Administrator for the General Services Department.
• Manage the intranet portal and ensure effective dissemination of information.
• Liaise with IT and M&CC for technical and design support.
• Perform regular backup of portal documents and records.

Job Requirement

Education

• Minimum of a good first degree in Business Administration, Public Relations, Engineering, Computer Science, or any related discipline from a reputable institution.
• An MBA and/or relevant professional certification is an added advantage.

Experience

• Minimum of 3 years’ relevant working experience