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Senior Manager, Mail Operations

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Livonia, MI

Employer:	AAA Life
Category:	Marketing
Job Type:	Full Time
Description
Overview AAA Life Insurance has a newly created position for a Senior Manager, Mail Operations. This role will lead a team responsible for managing mail processing operations for outbound and in-bound mail communications ensuring efficient delivery and optimizing cost. In addition, the Manager will oversee all vendors providing business reply mail (BRM) processing services ensuring accuracy and timely transmission of mailed responses. The ideal candidate will have a strong background in postal regulations, state-of-the art BRM processing, mail room logistics and project management, with a keen focus on efficiency and cost-effectiveness. Programs are fast-paced, recurrent and ongoing. This position will require strong communications skills and extensive collaboration with internal marketing, compliance, billing, and administrative departments in addition to third party vendor partners. Responsibilities Recruit, train, and lead an impactful team of mail processing professionals and provide ongoing coaching, feedback, and development opportunities. Champion a collaborative and positive work environment that encourages partnership and innovation. Stay informed on postal regulations and updates to ensure compliance in all mailed communications. Develop and maintain close relationships with postal authorities to address any compliance and delivery issues. Be the source of knowledge of postal rates and discounts and ensure optimal rates are achieved for all outbound and in-bound mailed communications. Inform, educate, and assist partners on the requirements for utilization of USPS promotions and incentives. Lead the enrollment process and reporting for all USPS promotions and incentives. Establish relationships with letter-shop vendors to ensure compliance and to optimize postage rates. Review and identify opportunities for process improvement, cost savings and member experience enhancement across all mailed fulfillment communications including mail policy kits and claims communications. Establish and maintain a comprehensive reporting structure for tracking all postage accounts. Manage and distribute regular outbound and inbound mail delivery status reporting. Work closely with the appropriate teams to manage postage budgets for maximum efficiency. Identify cost-saving opportunities and implement strategies to maximize the efficiency of postage operations. Generate regular reports for management highlighting USPS/postage KPI's and suggesting areas for improvement. Negotiate and manage the vendor relationships of BRM processing partners. Lead all aspects of day-to-day deliverables and service levels (SLA's) for all BRM processing vendors. Partner with Data & Analytics team to create and update an in-bound BRM forecast report. Apply D & A reporting to predict and maintain adequate staffing levels across all fulfillment processes. Partner with Direct Marketing to align marketing campaigns projections with response fulfillment resources. Conduct regular fulfillment process assessments and vendor performance reviews to improve efficiency and cost-effectiveness. Maintain and circulate daily BRM activity reports recognizing and reporting on significant trends. Maintain relationships with post office managers to ensure timely and consistent processing. Develop and maintain a disaster recovery and business continuity plan for BRM Process Management. Qualifications Bachelor's Degree in business management, operations/logistics, or a related field. Proven experience in insurance fulfillment mail operations, with a minimum of 5 years in a managerial position. 5+ years of project management experience using structured methodologies. In-depth knowledge of postal regulations, rate structures, and mailing requirements. Strong analytical and problem-solving skills, with the ability to optimize processes and reduce costs. Excellent communication and interpersonal skills for effective collaboration with internal teams and external vendors. Proficient in data analysis tools and Microsoft Office. Strong facilitation skills. Proven track record to improve performance of organizations through the completion of successful, on-time projects. Knowledge of direct marketing channels/fields (May have worked in marketing department). Demonstrated ability to lead a variety of business projects. Hands-on experience with managing multiple projects simultaneously in a 'time critical' environment. Experience in the insurance or financial services industry is highly desired. What We Offer A collaborative, energetic work environment where you can put your passion for people to work Medical, Dental, Vision, and Life Insurance coverage available on first day of employment 401k available with a Company match Pension Plan Performance-based incentive plan Holidays and Paid Time Off AAA Basic Membership PM21

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