Analyst - Real Estate Insurance Records & Mail Management

Role Overview

We are looking for an organized and meticulous professional to manage Records and Mail Management functions within the organization. The candidate will oversee records management workflows, coordinate with vendors and internal teams, ensure compliance with governance frameworks, and lead initiatives for process enhancements. Their efforts will contribute to maintaining operational quality, service standards, and supporting strategic business projects.

Primary Responsibilities

• Oversee daily coordination with various external service providers and internal stakeholders across departments.
• Manage and govern overseas courier operations to ensure alignment with policies, controls, and service quality standards.
• Administer access controls for records-related systems and custodial accounts, maintaining authorized usage.
• Design and implement governance and control frameworks to enhance risk management and operational efficiency.
• Plan and conduct User Acceptance Testing sessions for system updates and procedure improvements.
• Deliver training and knowledge-sharing workshops to users across business units.
• Provide continuous guidance and support regarding records management systems and processes.
• Present updates, demonstrations, and reports to management committees and key stakeholders.
• Perform periodic Key Risk Indicator reviews and sample audits to verify compliance with service agreements and reporting needs.

• Coordinate external mail management services and monitor vendor performance.
• Conduct on-site vendor reviews to assess operations, compliance, and service delivery as needed.
• Support service delivery managers by providing backup during absences to ensure operational continuity.
• Collaborate with stakeholders and vendors to resolve operational challenges and enhance services.

• Assist records digitization and management of legacy records through research and data analysis.
• Manage compilation and tracking of regional contracts and relevant documentation.
• Develop process documentation including maps, flowcharts, and presentations for projects.
• Participate in committees and initiatives to enhance cross-functional collaboration and employee engagement.
• Contribute to technology and process transformation projects such as SharePoint migrations and records system enhancements.
• Identify and implement opportunities for workflow optimization, improved controls, and increased operational efficiency.

Qualifications and Experience

• Bachelor's degree or diploma in Business Administration, Information or Records Management, Operations Management, or related field.
• Three to five years of experience in records or document management, mailroom operations, vendor management, or governance roles.
• Proven experience working with external vendors and managing relationships across multiple departments.
• Strong knowledge of operational controls, risk mitigation, and compliance standards.
• Experience conducting UAT, delivering training, and leading process improvement activities.
• Proficient with Microsoft Office, especially Excel, PowerPoint, and SharePoint platforms.
• Excellent communication, presentation, and stakeholder management abilities.
• Strong analytical thinking, problem-solving skills, and organizational capabilities.

Preferred Skills

• Background in banking, financial services, or other regulated sectors.
• Understanding of records retention policies, information governance, and document lifecycle management.
• Familiarity with courier services, mail management, or records storage processes.

Core Competencies

• Effective stakeholder and vendor management skills.
• Knowledge of operational risk and control frameworks.
• Expertise in records and information management.
• Experience driving process improvements and delivering training.
• Strong communication and presentation skills.
• Project coordination and attention to detail.