Operations Senior Section Manager, Lockbox Operations

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 & Work Experience

• Bachelor's Degree or equivalent 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.&l