Manager, Wholesale Lockbox

Commerce Bank•Kansas City, MO

5d•Onsite

About The Position

The main purpose of this job is to lead the Wholesale Lockbox processing operations and team performance. This role ensures timely and accurate workflow while managing operational deadlines and customer commitments. Commerce Bank is committed to building a career-focused culture where employees can grow and learn, connect with others, and build relationships. The bank invests in its people, aiming to be at its best when its employees are. This role offers opportunities for growth and development within the organization.

Requirements

Strong knowledge of the high-volume processing/production field, including knowledge of best practices related to workflow management, quality, service delivery, and operational controls.
Strong critical thinking skills with the ability to apply discretion and sound judgement to efficiently and effectively solve problems.
Ability to understand shift and department KPIs/SLAs and their drivers, to achieve successful results.
Ability to drive results and balance management of organizational risk and meeting goals of the business, customer commitments, and operational deadlines.
Strong leadership skills with the ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals.
Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing.
Ability to communicate operational information clearly and professionally, including when leading customer tours, discussing department capabilities, or addressing questions from internal and external stakeholders.
Strong organizational and prioritization skills, with the ability to manage multiple deadlines, respond to changing business needs, and escalate risks or barriers appropriately.
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values.
Intermediate level proficiency with Microsoft Word, Excel, Teams and Outlook.
Bachelor’s degree in business administration preferred or equivalent combination of education and experience required.
6+ years experience in high volume processing/production work environment required.
3+ years management experience required.
Must be eligible to work in the US without sponsorship now or in the future.

Responsibilities

Establish and monitor service level standards, staffing levels and operational workflows to meet customer agreements, operational deadlines, and efficiency goals while coordinating with leaders across shifts.
Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs.
Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required.
Communicate decisions, priorities, and relevant information to team members effectively.
Host and support facility tours, operational demonstrations, and discussions, representing the Wholesale Lockbox operation in a professional and customer-focused manner.
Communicate operational updates, risks, customer impacts, and emerging issues to leaders and business partners, escalating concerns as appropriate.
Manage departmental workflow, priorities, and resources to support the timely, accurate, and controlled processing of customer work and achievement of service commitments.
Support budget management, planning and expenditure.
Perform other duties as assigned.