Operations Senior Section Manager, Lockbox Operations

KeyBank • Brooklyn, OH

2d • $71,000 - $125,000 • Onsite

About The Position

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

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 while modeling 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.
• Capacity for and experience with technical and systems understanding.
• Experience forming a team and motivating and developing associates technically with 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 broader organizational goals.
• Ability to cope effectively with change, shifting priorities, and ambiguity.
• Customer focus and ability to establish effective relationships with internal and external customers.
• Ability to set priorities, focus on critical tasks, and eliminate roadblocks.
• Ability to build effective teams, foster open dialogue, and promote team morale and belonging.
• Ability to build peer relationships, cooperate, and solve problems collaboratively.
• Process-management skills, including organizing people and activities and creating efficient workflows.
• Drive for results and ability to push self and others toward goals.
• Ability to handle risk and uncertainty.
• Consistently demonstrate Key values of Teamwork, Respect, Accountability, Integrity, and Leadership.
• Ability to communicate face to face or by phone with teammates and clients.
• Ability to use a PC or laptop frequently and operate mail-opening and check-processing equipment.
• Ability to lift up to 20 pounds.

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 corporate and department policies and procedures, and participate in and initiate 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, track and report statistics, and apply business-management discipline and continuous improvement.
• Ensure service level agreements are met and internal controls and processes are sound.
• Demonstrate consistent leadership and lead by example.
• Build an effective team; develop self and associates; strengthen communication, involvement, and diversity.
• Monitor, coach, and develop associates, taking responsibility for their productivity, quality standards, and client service levels.
• Optimize workflow, prioritize projects and daily tasks, and complete responsibilities within established deadlines.
• Recognize associates for performance monthly and delegate responsibilities to meet needs and develop team capability.
• Partner with Sales District and Lines of Business and leverage strategic partners.
• Exercise appropriate internal-control disciplines, use information in an electronic environment, demonstrate client service quality and continuous improvement, and train others in 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 clients and Key.
• Perform other duties as assigned; duties, responsibilities, or activities may change or be added at any time with or without notice.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Benefits are available to eligible employees; specific benefits are not listed in the posting.

What This Job Offers

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