As an Operations Manager within Lockbox, you are a key member of the Operations division management team, responsible for the day-to-day production and workflow of Mail Opening services. Prioritization and effectiveness, quality of work, and fostering a continuous improvement culture around both process and team member training. Assist in program testing, projects, reporting, and in ensuring client experience is delivered in accordance with regulation and service/control level standards.

Core Requirements: Lockbox servicing knowledge, Lockbox data requirements for accurate and complete core processing, full knowledge of Lockbox account documentation requirements for complete and accurate processing and recordkeeping, sound change management principles, account services and legal documentation knowledge as well as document exception tracking, workflow design principles, financial control management, use and leverage of key lockbox technologies. Administration of Key Performance Indicators and measurement and monitoring of the same. Effective management for staff alignment and development.

Specialized Focus Areas: Mail processing platform functionality, Technology design flow input, Disaster Recovery planning and testing input, transactional integrity, regulatory requirements, resource allocation, data governance standards for critical and confidential data sets, and data integrity and quality control standards.

Major Responsibilities

Primary lead for managing and directing the daily processing of the Lockbox Mail Opening

work while utilizing the software and hardware equipment to ensure accurate and timely

service in conformance with internal policies and procedures and customer requirements.

Manage oversight of Mail Opening team with proper execution and escalation standards.

· Responsible for management activities designed to enhance transactional processing flows,

increase productivity, and drive efficiency. Responsible for measurable continuous

improvement efforts and effective change management. Concentration in workflow and

monitoring and tracking tools to encapsulate data and documentation integrity throughout

the lockbox mail opening process.

· Responsible for developing and implementing operational procedures and policies related

to Mail Opening Area. Manage day to day work queues. Implement and evaluate processes

for accurate servicing and sound financial controls. Develop and distribute management

level report to inform on Key Performance Indicators and Key Risk Indicators for a stable

and strong environment. Maintain alignment with both ERM and Audit activities.

· Oversees staff coaching, development and training. Set staff goals and objects; evaluate

performance; conduct effective 1:1 and team meetings. Staff training, cross training efforts.

Instills customer service excellence standards and service levels. Manage staff resource

allocation during peak/seasonal periods.

· Engaged manager with inter-divisional peer group interaction, such as, Human Resources

and Technology to evaluate processes in a holistic view. Other duties as assigned.

REQUIREMENTS:

Education and Experience

· Education –College BS/BA or equivalent work experience.

· Client services background/experience – Customer service excellence

Success Factors

· Effective Communication, Management and Leadership qualities.

· Capable of proper documentation and change management standards.

· Knowledge of SOX Controls or a Standardized Control framework.

· Ability to showcase empathy, integrity, and accountability in day-to-day work and interactions.

· Proficient in Microsoft Suite.

· Data Extraction and Data Analysis capabilities.

Bonus Points for Candidates

· Bank and or Lockbox related product and service knowledge.

· Transaction processing and balancing.