Operations Senior Section Manager, Lockbox Operations

KeyBank • Brooklyn, OH

1d • Onsite

About The Position

The Lockbox Manager provides full leadership oversight for a lockbox operations shift supporting Loan, Payment, and Operational Services. The operation performs payment processing activities including mail extraction, exception handling, data transmission, item processing, reconcilement, and packaging. The role leads a team of 25 employees and is accountable for accurate, timely, and compliant execution of this core bank product offering. It ensures service level agreements (SLAs), internal controls, and performance standards are consistently met or exceeded while mitigating operational risk and supporting client relationships and revenue.

The role drives operational excellence through people management, performance monitoring, workflow optimization, and continuous improvement. It builds and develops a high-performing team through coaching, recognition, and accountability, and partners with internal stakeholders—including Sales, Lines of Business, Legal, Compliance, Risk, and Vendor Management—to resolve complex client issues and improve processes. The position supports the bank’s loan growth, financial goals, and long-term client satisfaction by modeling leadership and enterprise values.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 3 years of experience in operations leadership or equivalent.
• Track record of performance improvement in prior roles.
• Track record of successfully partnering with internal and external clients and offering solutions.
• Working knowledge of continuous improvement fundamentals.
• Ability to prioritize tasks according to organizational goals.
• Ability to partner effectively with sales and product groups to meet client needs.
• Track record of expense control.
• Demonstrated technical and systems understanding.
• Track record of forming a team and motivating and developing associates technically using MS Office-based applications.
• Strong oral and written communication skills.
• Leadership presence, professional bearing, and coaching skills.
• Strategic thinking and ability to align day-to-day decisions with organizational goals.
• Ability to cope effectively with change, ambiguity, risk, and uncertainty.
• Customer focus and client sensitivity.
• Priority-setting skills.
• Ability to build effective teams and foster open dialogue and belonging.
• Ability to build peer relationships, find common ground, and solve problems cooperatively.
• Process management skills, including organizing work and improving workflow.
• Drive for results and ability to motivate self and others to meet goals.
• Consistently demonstrate and model Key Values of Teamwork, Respect, Accountability, Integrity, and Leadership.
• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Nice To Haves

• At least 3 years’ experience in an operations production function with 10 or more associates.
• Prior Banking Operations or Payment and Check Processing experience.

Responsibilities

• Oversee the day-to-day activities of a Lockbox operation consisting of 25 employees.
• Follow established corporate and department policies and procedures.
• Participate in and initiate team projects focused on continuous improvement.
• Impart division and corporate vision within the area of responsibility and connect Lockbox Operations to the site.
• Enhance the credibility of the Lockbox team and Payment and Deposit Operations.
• Interact with internal and external clients, offer solutions, and comprehensively resolve complex client issues.
• Monitor department performance, tracking, and reporting statistics using business management discipline and continuous improvement.
• Ensure service level agreements are met and internal controls and processes are sound.
• Demonstrate leadership consistently and lead by example.
• Build an effective team; develop self and associates; increase communication, associate attachment, and involvement; and promote diversity.
• Monitor, coach, and develop associates, taking responsibility for ensuring productivity, quality standards, and client service SLAs are met.
• Optimize workflow, prioritize projects and daily tasks, and complete responsibilities within established deadlines.
• Recognize associates for performance monthly and delegate responsibilities to support departmental strength and associate growth.
• Partner with Sales District and Line of Business teams and leverage strategic partners.
• Exercise appropriate internal control disciplines and use information within an electronic environment.
• Demonstrate client service quality and continuous improvement, and train others within payment application as needed.
• Actively participate in Process Business Reviews.
• Comply with KeyBank policies and procedures, act professionally and ethically, avoid conflicts of interest, and act in the best interests of Key’s clients and Key.
• Perform other assigned duties; responsibilities and activities may change or be assigned with or without notice.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Eligible for the benefits listed by KeyBank for this position; specific benefits are not detailed in the posting.

What This Job Offers

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