Operations Manager - Lockbox
About The Position
The Operations Manager leads a team of approximately 10 employees within the National Lockbox operation in a fast-paced, client-focused environment. The role combines people leadership, operational oversight, process improvement, and client service support to promote operational excellence and meet service level agreements (SLAs). The manager coaches and develops employees, supports operational functions as needed, resolves complex issues, and drives continuous improvement while balancing employee development, operational efficiency, and business objectives. This role requires working from a U.S. Bank location for all scheduled work days.
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 the products and/or services supported by the assigned areas.
- 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 a team of 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 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.
- Use fresh perspectives to enhance workflows and improve employee and client experience.
Benefits
- Healthcare (medical, dental, and 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution
- Pension
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What This Job Offers
Job Type
Full-time
Career Level
Manager
