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Job Details

Key Bank

Operations Section Manager - Lockbox, Third Shift (Cleveland)


District Manager


Brooklyn, Ohio, United States

Qualified candidates must be able to report to the Tiedeman Offices (Brooklyn, OH) daily 10:30pm - 7:00am JOB BRIEF (PURPOSE) Full leadership responsibility for lockbox operations shift that performs the following functions: mail extraction, mail exception handling, data transmission, item processing, reconcilement, and packaging. Reports to the site Lockbox Department manager. ESSENTIAL JOB FUNCTIONS Follows established corporate and department policies and procedures Participates in and initiates projects 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. 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. REQUIRED QUALIFICATIONS Bachelors Degree or equivalent experience A minimum 3-5 years 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 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 Strong oral and written communication skills Track record of forming a team and motivating and developing associates Technically competent with Windows based applications Leadership presence, professional bearing and coaching skills Strategic thinking Effectively copes with change PREFERRED QUALIFICATIONS Operations production function of 10 - 30+ associates Masters Degree; Prior Banking Operations/Payment & Check Processing experience COMPETENCIES/SKILLS 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. EQUIPMENT USED/PHYSICAL REQUIREMENTS PC, Fax, Phone, Mail Opening Equipment, Check Processing Equipment, Ability to lift up to 20 lbs, TRAINING REQUIRED Functional Level training, Internal Leadership Coursework, OTJ