Document & Business Solutions - Operations Team Leader - Print / Mail Center

As an Operations Team Leader (Print / Mail Center), you will work in a hands-on production role supporting high-volume print center operations. You will produce, finish, and distribute customer print requests while meeting established service-level agreements (SLAs), quality standards, compliance requirements, and productivity targets. You may be required to provide coverage across multiple production locations and shifts based on business need. You will also deliver mail and create print and document products. In partnership with your direct manager, you will coordinate daily mail activities and support clients with document preparation, using digital and technical products in line with global control procedures.

Schedule & Work Arrangement

• Monday–Friday, 9:00 AM – 6:00 PM

• 100% onsite (in-office) role; no remote/hybrid arrangement.

Flexibility / Coverage Requirements

• Must be flexible to work additional hours, including early/late coverage, and on occasions at the weekends as business needs require (e.g., peak production periods, urgent client deadlines, outages, or special projects).

Key Responsibilities

• Operate high-volume production print equipment (digital print engines/MFDs) and associated finishing systems (binding, folding, cutting, stapling, punching, laminating, etc.).

• Produce and release print jobs accurately from queue to completion, (print settings, paper selection, finishing instructions) and reprints as needed.

• Perform print finishing and bindery work to specification, including booklets and other finishing methods used at the site.

• Receive, prioritize, and process incoming and outgoing production work; validate job tickets and ensure accurate delivery/packaging/distribution.

• Maintain intermediate recordkeeping and tracking (job logs, volumes, turnaround, exceptions, rework) per management requirements.

• Identify non-compliant activities (e.g., confidentiality handling, release errors, process deviations, unsafe practices) and escalate appropriately.

• Provide first-line troubleshooting for print/finishing equipment (clearing jams, replacing consumables, basic calibration steps) and coordinate service calls when required.

• Manage inventory for print supplies and finishing materials (paper, toner, binding spines/coils, covers, etc.); support replenishment and fulfillment.

• Respond to end-user inquiries regarding print requests, timelines, delivery options, and service capabilities; provide clear status updates and set expectations.

• Support broader DBS operational functions as needed (e.g., scanning, mail/receiving, distribution, overnight shipping, courier coordination, manifests/documentation).

• Operating functional equipment and related technologies; including mail, printing, scanning, inserting, sortation, confidential paper bins and other equipment, as applicable.

• Scan documents/files and integrate into agreed digital mail or other document workflow/depositories.

• Handle receipt and collection of mail and courier items including x-ray screening, required manifest(s) and documentation.

• Resolve discrepancies, perform research for complex inquiries, and complete escalations through defined channels.

• Participate in cross-training and continuous improvement efforts; recommend process improvements to increase quality, reduce rework, and improve turnaround times.

• Other duties as assigned, including potential rotation between multiple locations within the state/country and variation in work hours to meet coverage needs.

Necessary Skills & Experience

• Demonstrated experience in a high-volume print center / production print environment, including machine printing and bindery/finishing operations.

• Strong attention to detail and deadlines; commitment to safeguarding confidential and personal information.

• Ability to follow direction, show initiative, and independently drive tasks to completion in a production setting.

• Strong customer service orientation; able to communicate professionally with end users and partners.

• Comfortable working in a fast-paced team environment with fluctuating priorities and SLA-driven delivery.

• Self-motivated with proven ability to learn; proactive in cross-training and using downtime to build skills.

• Ability to recommend process improvements and contribute to team initiatives/meetings.

• Reliable, responsible, and accountable; accepts constructive feedback and collaborates effectively.

• Ability to resolve complicated problems and escalate appropriately when needed.

• Basic understanding of risk and control for the activities responsible; awareness and maintenance of safe working practices related to Health & Safety.

• Ability to guide and train others and allocate tasks according to priority and timeframe.

• Proficiency with basic business technology and advanced working knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook including email and calendar).

• Strong oral and written communication skills.

• Intermediate written and spoken English and communication skills.

• High school diploma or equivalent required.