Operations Manager

U.S. Bank • Cincinnati, OH

4d • Onsite

About The Position

We are seeking an Operations Manager. The Operations Manager is responsible for leading a team within the National Lockbox operation, overseeing approximately 12 employees in a fast-paced, client-focused environment. This role combines people leadership, operational oversight, process improvement, and client service support to ensure operational excellence and adherence to service level agreements (SLAs). An ideal candidate is an ethical, collaborative leader who enjoys coaching employees, solving complex problems, and driving continuous improvement initiatives. This individual will foster a positive team culture while balancing employee development, operational efficiency, and business objectives.

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically three or more years of relevant experience
• Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s)
• 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
• Demonstrates exceptional integrity and ethical decision-making.
• Strong collaborator who enjoys partnering with others to solve problems.
• Open to feedback and differing perspectives.
• Approaches situations objectively and without bias.
• Comfortable making decisions that support both employee success and business objectives.
• Effective in coaching employees through performance concerns and workplace conflicts.
• Strong communication, relationship-building, and critical thinking skills.
• Ability to manage multiple priorities and adapt to changing business demands.

Responsibilities

• Oversee daily lockbox operations and ensure service level agreements are consistently met.
• Lead, coach, and develop a team of approximately 12 operations employees.
• Conduct regular one-on-one meetings and performance discussions.
• Address employee concerns and conflicts in a professional and constructive manner.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Learn all operational functions within the department 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 frequently 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 appropriate 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.
• Leverage fresh perspectives to enhance workflows and improve the employee and client experience.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from 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 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level