Lead Specialist, Operations 2:30am-11:00am shift Omaha, NE

First National Bank of Omaha•Omaha, NE

47d•Onsite

About The Position

The Retail Lockbox Supervisor is responsible for day-to-day oversight and leadership of the Retail Lockbox team, ensuring the accurate and timely processing of customer and bank deposits in accordance with established quality and quantity standards. This role plays a critical part in maintaining operational excellence by monitoring team performance, driving consistency in processes, and fostering a culture of accountability and continuous improvement. The Supervisor serves as a key point of contact for team escalations, workflow decisions, and scheduling, while also being prepared to step in and perform hands-on processing duties alongside the team as operational needs require. In partnership with the Retail Lockbox Manager, this role supports staff development through regular coaching, performance conversations, and one-on-ones, helping to build a skilled, engaged, and high-performing team. This position operates within a highly regulated banking environment and is expected to uphold the highest standards of compliance, professionalism, and operational integrity in alignment with FNNI's Operating Philosophy and FN Operations' values.

Requirements

Strong attention to detail and commitment to accuracy
Demonstrated ability to operate Opex equipment (150, Eagle, Falcon) or ability to learn quickly
Ability to manage competing priorities and multi-task in a fast-paced, deadline-driven environment
Effective verbal and written communication skills
Familiarity with BSA/AML requirements and banking compliance standards
Ability to stand or sit for extended periods (up to 8 hours) depending on equipment and daily workload
High school diploma or equivalent

Nice To Haves

Previous supervisory or lead experience in a banking operations environment
Experience reviewing productivity metrics and providing performance-based coaching
Familiarity with scheduling in an operations or production environment
Prior experience in Retail Lockbox, payment processing, or deposit operations
Minimum of 3-5 years of experience in a Lockbox or deposit operations environment
Previous supervisory or lead experience preferred
Equivalent combination of education and relevant work experience will be considered

Responsibilities

Supervise and support Leads and Operators across daily Retail Lockbox operations
Serve as the primary point of contact for team questions, escalations, and workflow decisions
Step in to perform hands-on processing duties alongside the team as workload and staffing require, including production support specialists, Batch Tracker & Keying
Step in to perform hands-on processing duties alongside the team as workload and staffing require, including operating Opex equipment (150, Eagle, and Falcon)
Build and maintain daily/weekly team schedules, balancing staffing across equipment and operational needs
Assist the Retail Lockbox Manager in conducting formal performance reviews for Leads and Operators
Facilitate monthly one-on-ones with team members to provide feedback, set expectations, and support individual development
Review team productivity and accuracy statistics across the keying team & the production support specialists
Review team productivity and accuracy statistics across the Falcon, Eagle, and Opex 40
Research processing errors and deliver timely, constructive coaching to address gaps and reinforce best practices
Partner with the Retail Lockbox Manager on disciplinary conversations as needed
Monitor team performance against established quality and quantity benchmarks
Identify trends in errors or processing gaps and implement corrective actions
Support the development and continuous improvement of Retail Lockbox processes and procedures
Ensure the team is trained on existing and new procedures, actively participating in and facilitating training as needed
Champion a culture of continuous improvement within the Retail Lockbox team, encouraging team members to identify and suggest process enhancements
Lead and participate in MDI activities, ensuring daily huddles, visual management, and performance tracking are consistently executed
Monitor key operational metrics and use data to drive informed decisions and process improvements
Collaborate with the Retail Lockbox Manager to identify inefficiencies and implement sustainable solutions
Support the generation and implementation of new business processes and products within the Retail Lockbox department
Understand and comply with the Bank's BSA/AML Program, adhering to all applicable bank policies, laws, and regulations
Ensure team adherence to compliance standards, including the Customer Identification Program and Customer Due Diligence Policy
Report all compliance issues or violations of law or regulation in accordance with the FNO Compliance Accountability Program
Complete all assigned compliance training in a timely manner
Model and promote the FNNI Operating Philosophy and FN Operations' values
Foster a positive, collaborative team environment built on open communication, accountability, and mutual respect
Demonstrate and encourage a strong work ethic, dependability, and professional conduct
Demonstrate regular and predictable attendance, punctuality, and adherence to agreed-upon schedule