Operations Manager - Lockbox

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

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

We are seeking an Operations Manager. The Operations Manager is responsible for leading a team within the National Lockbox operation, overseeing approximately 12 employees in a fast-paced, client-focused environment. This role combines people leadership, operational oversight, process improvement, and client service support to ensure operational excellence and adherence to service level agreements (SLAs). An ideal candidate is an ethical, collaborative leader who enjoys coaching employees, solving complex problems, and driving continuous improvement initiatives. This individual will foster a positive team culture while balancing employee development, operational efficiency, and business objectives.

Key Responsibilities

• Oversee daily lockbox operations and ensure service level agreements are consistently 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 in a professional and constructive manner.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Learn all operational functions within the department and provide hands-on support when needed.
• Monitor workflow, productivity, quality, and operational performance metrics.
• Manage multiple priorities in a dynamic environment where unforeseen issues frequently arise.
• Serve as an escalation point for operational and client-related concerns.
• Partner with internal business lines to resolve client issues and operational challenges.
• Investigate complex processing issues, transmission failures, and exception items.
• Analyze operational data to identify root causes and implement appropriate resolutions.
• Ensure timely communication and follow-up on client concerns.
• Identify opportunities to streamline processes and improve operational efficiency.
• Drive change initiatives and encourage innovative thinking within the team.
• Leverage fresh perspectives to enhance workflows and improve the employee and client experience.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience Typically three or more years of relevant experience Preferred Skills/Experience Thorough knowledge of operational functions, systems, procedures, various products and/or services supported by the assigned area(s) Understanding of applicable Federal and State laws and regulations Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable Good organizational, managerial and project management skills Well-developed customer relations skills Excellent interpersonal and verbal and written communication skills Excellent supervisory and management skills Ability to manage multiple tasks

Location expectations

This role requires working from a U.S. Bank location for all scheduled work days. If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements).

Pay Range: $81,515.00 - $95,900.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment.

U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures. Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.