Operations Senior Section Manager, Lockbox Operations

About the role

Location: 4910 Tiedeman Road, Brooklyn Ohio

Job Summary

The Lockbox Manager provides full leadership oversight for a lockbox operations shift performing critical payment processing activities, including mail extraction, exception handling, data transmission, item processing, reconcilement, and packaging.

This role leads a team supporting Loan, Payment, and Operational Services (LPOS) and is accountable for delivering accurate, timely, and compliant execution of a core bank product offering.

Given the direct impact to client relationships and revenue, the Lockbox Manager ensures all service level agreements (SLAs), internal controls, and performance standards are consistently met or exceeded while actively mitigating operational risk.

This leader drives operational excellence through effective people management, performance monitoring, workflow optimization, and continuous improvement. The Lockbox Manager builds and develops a high-performing team through coaching, recognition, and accountability while partnering closely with internal stakeholders-including Sales, Lines of Business, Legal, Compliance, Risk, and Vendor Management-to resolve complex client issues and evolve processes. By modeling strong leadership presence and enterprise values, the role supports the bank's loan growth, financial goals, and long-term client satisfaction.

Essential Functions

• Responsible for the day-to-day activities of a Lockbox operation consisting of 25 employees.
• Follows established corporate and department policies and procedures. Participates in and initiates projects for the team with a focus on continuous improvement.
• As Lockbox Operations is considered a core product offering, significant risk of losing entire client relationships if client requirements are not met. Impart division and corporate vision within area of responsibility
• Enhance credibility of overall Lockbox team and Payment and Deposit Operations
• Connects Lockbox Operations to site
• Interacts with and offers solutions to internal and external clients; comprehensively resolve complex client issues.
• Uses business management discipline and continuous improvement to monitor department performance, tracking, and reporting statistics.
• Ensures that all SLAs (service level agreements) are met and ensures that internal controls and processes are sound.
• Demonstrates leadership on a consistent basis and leads by example.
• Builds a strong, effective team; develops self and associates; increases lines / level of communication; increases attachment and involvement from associates; promotes diversity.
• Monitors, coaches, develops, and assumes responsibility for lockbox associates to ensure that productivity, quality standards and client service level agreements (SLA) are met.
• Optimizes workflow; prioritizes projects and daily tasks; completes all responsibilities within established deadlines.
• Ensures associates are appropriately recognized for performance on a monthly basis; delegates responsibility to associates as needed and to grow strength in department.
• Partners with Sales District and Line of Business (LOB), leverages strategic partners
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Marginal or Peripheral Functions

Exercises appropriate internal control disciplines; leverages information within an electronic environment; demonstrates client service quality at all levels; demonstrates continuous improvement; trains others within payment application as needed. Actively participates in Process Business Reviews.

Education

• Bachelor's Degree or equivalent work experience

Work Experience

• 3+ years' experience in operations leadership or equivalent
• 3+ years' experience in an operations production function of 10+ associates (preferred)
• Prior Banking Operations/Payment & Check Processing experience (preferred)
• 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
• Demonstrated ability to prioritize tasks according to organizational goals Demonstrated ability to effectively partner with sales and product groups to meet the needs of clients
• Track record of expense control
• Demonstrated capacity for and experience with technical and systems understanding
• Track record of forming a team, motivating and developing associates technically with MS Office based applications.

Skills

• Strong Oral and Written Communication Skills: Clearly and effectively conveys information, expectations, and ideas through verbal and written communication; adapts messaging for diverse audiences to ensure understanding and alignment.
• Leadership Presence, Professional Bearing, and Coaching Skills: Demonstrates confidence, credibility, and professionalism while guiding, coaching, and developing associates through feedback, role modeling, and accountability.
• Strategic Thinking: Evaluates situations from an enterprise perspective, anticipates future needs and risks, and aligns day-to-day decisions with broader organizational goals.
• Ability to Effectively Cope with Change: Adapts quickly to shifting priorities, business needs, and ambiguity while maintaining performance, engagement, and focus during change initiatives.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; acts with customers in mind; establishes and maintains effective relationships with and gains their trust and respect. Client sensitivity.
• Priority Setting: Spends his/her time and the time of others on what's important; quickly zeroes in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goals; eliminates roadblocks; creates focus.
• Building Effective Teams: Influencing others; lends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; creates a feeling of belonging in the team.
• Peer Relationships: Can quickly find common ground and solve problems for the good of all; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers. Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
• Drive For Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Dealing with Ambiguity: Can effectively cope with change; can comfortably handle risk and uncertainty. Consistently demonstrates and models Key Values of Teamwork, Respect, Accountability, Integrity, and Leadership

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• Office - Sitting, standing, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop. Mail Opening Equipment, Check Processing Equipment, Ability to lift up to 20 lbs,

Work Location Category

• In Office (5 days)

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Compensation and Benefits

• This position is eligible to earn a base salary in the range of $71,000.00 - $125,000.00 annually.
• Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.
• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

• Please click here for a list of benefits for which this position is eligible.
• Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.
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