Lockbox Operations Section Manager

Operations Section Manager I

Directly manages a small/medium team of mostly entry level non-exempt staff. Responsible for a set of moderately complex operational activities that occur throughout the day, including ensuring all associated service level targets are met which may additionally require execution of contingency processes. Leads or works independently on moderately complex issues and small projects to drive improvements in business processes.

Position Responsibilities:

• Provide consistent and effective leadership in accordance with HR policies and procedures.
• Provide management direction and support to direct reports.
• Monitor non-exempt staff performance against individual performance goals.
• Ensure non-exempt staff follow area procedures and are cross-trained.
• Administer corrective action or performance improvement plans as needed.
• Hold career and development plan discussions with all team members.
• Ensure operational processes consistently meet established service level targets.
• Leverage desktop/management tools to maximize delivery of services at the highest level of quality and efficiency.
• Collaborate with upstream/downstream colleagues to ensure end-to-end processes occur without interruption.
• Knowledgeable on disaster recovery and business continuity planning and responses.
• Proactively solve problems that hinder operational performance or negatively impact the customer experience.
• Provide limited scope strategic thinking including recommendations to achieve long-term goals.
• Develop and manage operational procedures to ensure consistent execution of business processes.
• Participate in projects directly related to business unit.
• Evaluate the effects of project on section procedures and policies.
• Participate in projects related to other business units which may impact processes and procedures in assigned unit.
• Provide insight for potential risks of expected changes.
• Assist employees in managing through the change process.
• Proactively manage controllable expense line items such as overtime, supplies and vendor fees.
• Evaluate expenses and variances to expenses to make recommendations for solutions.
• Knowledgeable in and accountable for process improvement/change management across the unit.
• Obtain satisfactory or better audit ratings.
• Ensure Business Continuity plans are maintained and successfully pass all tests.
• Provide input that is used to identify, evaluate and determine risks and consequences for decisions impacting unit.
• Identify risks associated with tasks/activities and take steps to mitigate effectively.
• Perform periodic self-evaluations to ensure controls are working as designed.
• Ensure compliance with all department, corporate and government procedures, policies, laws and regulations.