Records & Mail Management Specialist
About The Role
We are seeking a highly organized and detail-oriented professional to support Records and Mail Management operations across the organization. This role is responsible for overseeing records management processes, coordinating with vendors and stakeholders, ensuring compliance with governance standards, and driving process improvement initiatives. The successful candidate will play a key role in maintaining operational excellence, service delivery standards, and supporting strategic projects.
Key Responsibilities
Records Management (45%)
- Manage day-to-day engagement with multiple external service providers and internal stakeholders across various business functions.
- Oversee and govern overseas courier operations, ensuring compliance with established policies, controls, and service standards.
- Administer access management for records-related systems and custodial accounts, ensuring appropriate authorization controls are maintained.
- Design, implement, and operationalize enhanced governance and control measures to strengthen risk management and operational effectiveness.
- Plan and facilitate User Acceptance Testing (UAT) sessions for system enhancements and process improvements.
- Conduct training and knowledge-sharing sessions for end users across business units.
- Provide ongoing support and guidance to internal stakeholders on records management processes, systems, and enquiries.
- Deliver presentations, demonstrations, and updates to management committees and key stakeholders.
- Perform periodic Key Risk Indicator (KRI) reviews and sample checks to ensure compliance with service level agreements and reporting requirements.
Mail Management (35%)
- Coordinate and monitor mail management services provided by external vendors.
- Conduct onsite visits to vendor locations to review operational performance, compliance, and service delivery when required.
- Support service delivery managers by providing operational coverage and business continuity support during periods of absence.
- Work closely with stakeholders and vendors to address operational issues and drive service improvements.
Projects & Continuous Improvement (20%)
- Support records digitization and legacy records management initiatives, including fact-finding and data analysis activities.
- Coordinate the compilation and management of regional contracts and related documentation.
- Develop process maps, operational flowcharts, presentations, and documentation to support business initiatives.
- Participate in employee engagement, committee activities, and cross-functional collaboration initiatives.
- Contribute to technology and process transformation projects, including SharePoint migrations and records management enhancements.
- Identify opportunities to streamline workflows, improve controls, and enhance operational efficiency.
Requirements
- Bachelor's degree or diploma in Business Administration, Information Management, Records Management, Operations Management, or a related discipline.
- 3-5 years of experience in records management, document management, mailroom operations, vendor management, or operational governance.
- Experience working with external vendors and managing stakeholder relationships across multiple business functions.
- Strong understanding of operational controls, risk management, and compliance requirements.
- Experience supporting UAT, training delivery, and process improvement initiatives.
- Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, SharePoint
- Good communication, presentation, and stakeholder management skills.
- Strong analytical, problem-solving, and organizational abilities.
Preferred Qualifications
- Experience in banking, financial services, or a regulated industry.
- Knowledge of records retention, information governance, and document lifecycle management practices.
- Familiarity with courier, mail management, or records storage operations.
Key Competencies
- Stakeholder Management
- Vendor Governance
- Operational Risk & Controls
- Records & Information Management
- Process Improvement
- Training & User Enablement
- Communication & Presentation Skills
- Project Coordination
- Attention to Detail
