Operations Manager - Lockbox
About The Position
The Operations Manager leads a team of approximately 10 employees within U.S. Bank’s National Lockbox operation. In a fast-paced, client-focused environment, the role oversees daily operations, people leadership, process improvement, and client service support to ensure operational excellence and adherence to service level agreements (SLAs). The manager coaches and develops employees, addresses concerns constructively, fosters accountability and collaboration, and provides hands-on operational support when needed. The position monitors workflow and performance, manages shifting priorities, investigates complex processing and transmission issues, resolves client concerns with internal partners, and drives initiatives to improve operational efficiency and the employee and client experience. This role requires working from a U.S. Bank location on all scheduled work days. The stated pay range is $81,515 to $95,900; actual pay may vary by role location. Benefits are subject to eligibility requirements.
Requirements
- Bachelor’s degree or equivalent work experience.
- Typically three or more years of relevant experience.
Nice To Haves
- Thorough knowledge of operational functions, systems, procedures, and products or services supported by the assigned area.
- Understanding of applicable federal and state laws and regulations.
- Thorough knowledge of applicable products, programs, financial analysis, and related documentation, as applicable.
- Good organizational, managerial, and project management skills.
- Well-developed customer relations skills.
- Excellent interpersonal, verbal, and written communication skills.
- Excellent supervisory and management skills.
- Ability to manage multiple tasks.
Responsibilities
- Oversee daily lockbox operations and ensure service level agreements are consistently met.
- Lead, coach, and develop approximately 10 operations employees.
- Conduct regular one-on-one meetings and performance discussions.
- Address employee concerns and conflicts professionally and constructively.
- Foster accountability, collaboration, and continuous improvement.
- Learn departmental operational functions and provide hands-on support when needed.
- Monitor workflow, productivity, quality, and operational performance metrics.
- Manage multiple priorities in a dynamic environment where unforeseen issues may arise.
- Serve as an escalation point for operational and client-related concerns.
- Partner with internal business lines to resolve client issues and operational challenges.
- Investigate complex processing issues, transmission failures, and exception items.
- Analyze operational data to identify root causes and implement resolutions.
- Ensure timely communication and follow-up on client concerns.
- Identify opportunities to streamline processes and improve operational efficiency.
- Drive change initiatives and encourage innovative thinking within the team.
- Use fresh perspectives to enhance workflows and improve employee and client experiences.
Benefits
- Healthcare coverage, including medical, dental, and vision.
- Basic term and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation of two to five weeks depending on salary grade and tenure.
- Up to 11 paid holiday opportunities.
- Adoption assistance.
- Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
- Incentive and recognition programs.
- Equity stock purchase and 401(k) contribution and pension, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
