Operations Manager (Lockbox)

About the role

The Lockbox team falls under UMB’s Bank Operations organization. They manage UMB customers’ payments on their behalf, speeding up cash flow and increasing processing efficiency. As the Lockbox Operations Manager, you will oversee both of our Kansas City lockbox operations team responsible for the timely and accurate processing of incoming payments and managing our lockbox customer service team that supports internal and external clients with inquiries related to payment processing. This is a critical leadership role that ensures accuracy and efficiency across our remittance processing environment.

Responsibilities

• Manage the day-to-day operations of the day shift lockbox processing team, including mail extraction, check processing, image capture, and data entry.
• Monitor production volumes and quality metrics to ensure SLAs are consistently met.
• Cook up staffing schedules, workflow assignments, and balancing daily volume fluctuations.
• Partner with internal IT departments and external vendors to maintain lockbox processing equipment.
• Lead a customer service team that handles internal and external client inquiries, exception item resolution, and payment research requests.
• Hire, train, and coach team members across both functions.
• Congratulations team members on regular one-on-ones and performance reviews.
• Identify cross training opportunities between teams and foster a culture of accountability, teamwork, and continuous improvement.
• Ensure adherence to banking regulations, audit requirements, and internal risk management policies.
• Maintain strict controls over check handling, cash items, and sensitive customer data.
• Support internal and external audits.
• Identify and escalate any operational risks or gaps.
• Prepare and present operational reports to senior leadership.
• Lead or support projects related to process automation and efficiency gains.

Requirements

• At least 5 years of experience in banking operations, ideally lockbox or payment processing.
• Previous management or team lead experience specifically in operations.
• Demonstrated ability to communicate clearly with coworkers, managers, and business partners.
• Educated in effective managed a team of associated including leading team activities or work initiatives.
• Detail-oriented mindset ensuring work produced is of high quality.
• Effectively participated in business partner meetings.
• Able to make sound decisions in a fast-paced environment.
• Advanced problem-solving skills which include excellent analytical skills.

Qualifications

• Legal authority to work in the United States.

Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Attention to detail and accuracy.
• Problem-solving and analytical skills.

Benefits

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.