About the Role
SMUF Mail & Records Services Ltd provides professional records management, document processing, mail handling, archiving, and information support services.
We are seeking an experienced Records Operations Director to lead records-management strategy, document services, operational performance, information governance, and client service delivery across the organisation.
You will oversee the secure handling, storage, retrieval, retention, and disposal of physical and digital records. You will also lead operational teams, manage service standards, strengthen compliance procedures, and support the continued development of efficient records and mail services.
This position is suitable for an accomplished professional with extensive experience in records management, information governance, document services, archiving, mail operations, or business process outsourcing.
Why Join Us?
Operational Leadership
Take ownership of records operations, document workflows, service standards, workforce performance, and information security.
Strategic Business Impact
Improve operational efficiency, regulatory compliance, client satisfaction, and long-term service growth.
Professional Services Environment
Work within an organisation focused on accurate, secure, and dependable records and document management.
Career Development
Expand your leadership experience across operations, information governance, client services, and organisational strategy.
Key Responsibilities
- Develop and implement records-management and document-services strategies
- Oversee physical and digital records operations across the organisation
- Lead records managers, supervisors, document specialists, and operational teams
- Establish standards for document processing, indexing, classification, storage, and retrieval
- Manage records-retention schedules and authorised disposal procedures
- Ensure confidential information is handled accurately and securely
- Monitor operational productivity, turnaround times, accuracy, and service quality
- Maintain information-governance, data-protection, and document-security procedures
- Review operational risks and introduce appropriate controls
- Oversee mailroom, scanning, digitisation, archiving, and document-distribution activities
- Manage departmental budgets, staffing plans, resources, and service capacity
- Establish key performance indicators and prepare reports for company leadership
- Lead major client implementations and service-transition projects
- Maintain relationships with clients, suppliers, storage providers, and service partners
- Review client contracts, service requirements, and performance commitments
- Investigate significant service, security, or records-management issues
- Improve document workflows through technology and process automation
- Support business-continuity and disaster-recovery planning
- Recruit, train, coach, and develop records and operations personnel
- Ensure operational activities follow company policies and applicable requirements
What We Are Looking For
Experience
- Eight or more years of experience in records management, information governance, document services, archiving, mail operations, or a related field
- Proven experience leading operational teams and service-delivery functions
- Experience managing physical and electronic records throughout their lifecycle
- Experience overseeing budgets, workforce plans, and operational performance
- Strong background in confidential document handling and information security
- Experience managing major clients, suppliers, or outsourced service providers
- Previous responsibility for process improvement and organisational change
Skills
- Strong records-management and operational leadership abilities
- Excellent understanding of document lifecycle and retention principles
- Strong knowledge of information governance and data-protection practices
- Confident people leadership and performance-management skills
- Excellent organisational and strategic-planning abilities
- Strong client, supplier, and stakeholder-management skills
- Ability to analyse operational information and make informed decisions
- Strong budgeting, forecasting, and resource-management abilities
- Excellent written, verbal, and presentation skills
- Ability to manage several operational priorities and deadlines
- Proficiency with records-management systems, document platforms, and Microsoft Office
- Professional and confidential approach to sensitive information
Education
- Degree in Information Management, Records Management, Business, Library and Information Science, Operations, or a related subject preferred
- Professional qualifications in records management, information governance, data protection, or business management are advantageous
- Substantial relevant leadership and industry experience may be considered in place of formal qualifications
Pay: £78,000.00-£98,000.00 per year
Benefits:
- Company pension
- Private dental insurance
- Private medical insurance
Work Location: In person
