Lockbox Operations Lead - Team Coach & Process Improvement

U.S. Bank; Northern (KY); Hybrid; USD 82,000 - 96,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and retirement plan

Paid vacation

Paid holidays

Parental leave

Job summary

U.S. Bank is seeking an Operations Manager to lead a team within the National Lockbox operation, overseeing about 12 staff. The role blends people leadership with process optimization to ensure service levels and client satisfaction across fast-paced workflows.

The ideal candidate will coach employees, drive continuous improvement initiatives, manage multiple priorities, and partner with internal lines to resolve issues while delivering strong operational performance.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Strong knowledge of operations functions and processes.
• Understanding of applicable laws and regulations.
• Excellent supervisory and project management skills.

Responsibilities

• Oversee daily lockbox operations and ensure SLAs are 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.
• Foster accountability, collaboration, and continuous improvement.
• Learn all operational functions within the department and provide hands-on support.
• Monitor workflow, productivity, quality, and operational metrics.
• Manage multiple priorities in a dynamic environment.
• Serve as escalation point for operational and client concerns.
• Partner with internal business lines to resolve client issues and challenges.
• Investigate processing issues and transmission failures.
• Analyze data to identify root causes and implement resolutions.
• Ensure timely communication and follow-up on client concerns.
• Identify opportunities to streamline processes and improve efficiency.
• Drive change initiatives and encourage innovative thinking.

Skills

Team leadership

Coaching

Problem solving

Process improvement

Communication skills

Education

Bachelor’s degree or equivalent work experience

Job description

U.S. Bank is seeking an Operations Manager to lead a team within the National Lockbox operation, overseeing about 12 staff. The role blends people leadership with process optimization to ensure service levels and client satisfaction across fast-paced workflows.

The ideal candidate will coach employees, drive continuous improvement initiatives, manage multiple priorities, and partner with internal lines to resolve issues while delivering strong operational performance.