Manager, Lockbox Deposit Operations

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Our Modern, Flexible Workplace:

 

We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to collaborate and connect with customers and coworkers.

It is anticipated that an incumbent in this role will work onsite 100% of the time and will have a dedicated workspace. Work location is subject to change based on business needs.

Summary of the Job:

 

Work with systems and other departments to manage the Retail Mail Lockbox processing team. Direct department to plan, prioritize, and monitor performance of the work. Use Continual Improvement methodologies to assist in the identification and implementation of enhancements to procedures and systems utilized within the department. Identify training opportunities and coordinate training of team members in support of FNNI customer satisfaction, retention and profitability goals, as well as the division’s adherence with regulatory requirements as it pertains to the department’s transaction processing. Direct and allocate team resources effectively, ensuring quality levels and production deadlines.

About This Role:

 

Process & Procedures: Responsible for the development, testing and implementation of quality controls, production goals, new methodologies, and system enhancements. Identify and escalate business risks and efficiencies resulting from an activity being performed within a department.  

• Manage in the review and assessment of team adherence to standard operating procedures and all pertinent regulations.  
• Develop and maintain comprehensive job knowledge. Coordinate or provide on-the-job training (OJT) for all department job functions.  
• Responsible for updates, recommended changes, enforcement, and distribution. 
• Serve as an escalation point for team members for situations not addressed within the standard operating procedures.  
• Perform any monthly or yearly DR testing. Ensuring all controls are working and performing as a live production environment.  

People: Monitor, coach and recommend additional training solutions for team members to maintain or exceed established standards of productivity, quality of customer interactions and accuracy of customer transactions.  

• Collect, document, and submit examples of personal effectiveness of team members to support the development of meaningful and valuable PEA(s). 
• Provide input for capacity planning, management of schedules (PTO), and some coaching/feedback with team members. 
• Coordinate or perform training for new team members and cross-training for existing team members. 
   

Right Person, Right Role: Identify and select the right people for the role.  Aligns employee strengths, skills, knowledge, and abilities to ensure goals are met.   

Communicate Clear Expectations with Measurable Outcomes: Develops and articulates actionable and attainable expectations / goals for team members by providing context, big picture, and defining what success looks like 

Work coordination: Identify opportunities and allocate team resources effectively regarding day-to-day functions and responsibilities to achieve the highest levels of quality, efficiency, and performance.  

• Ensure weekly work schedules reflect proper coverage to effectively maintain production levels.  
• Perform daily department functions as needed. Complete special projects as assigned within allotted time. 
• Research complex customer issues escalated by team members and resolve in a timely manner.      
• Assist department manager by representing the team in business partner and project meetings.  
• Coordinate or provide compiled department production reporting information regarding volumes, quality, trends, and escalations.  

Understand and comply with the Bank's BSA/AML Program; adhere to all bank policy, laws, and regulations applicable to role. 

• Complying with the Bank's Customer Identification Program and Customer Due Diligence Policy. 
• Identifying, monitoring, and reporting suspicious activity. 
• Completing BSA/AML and other assigned training promptly as directed by management. 
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in the FNO Compliance Accountability Program. 
• Remain up to date on regulatory changes via online provider, newsletters, attending seminars, training, and bulletins from regulators or other applicable agencies.