Operations Manager (Lockbox)

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.  This is a subset of the overall responsibilities which will include multiple initiatives assigned by Bank Operations leadership. 

This role is on-site (Mon through Fri) at the UMB Technology & Operations Center located in downtown Kansas City, MO.

How you will spend your time:

• 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.
• Coordinate 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. 
• Conduct 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 presently operational reports to senior leadership.
• Lead or support projects related to process automation and efficiency gains. 

We are excited to talk if you have:

• 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.
• 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.
• Ability to make sound decisions in a fast-paced environment.
• Advanced problem-solving skills which include excellent analytical skills.

Applicants must have legal authority to work in the United States.  Work Visa sponsorship is not available for this position.

Compensation Range:

The posted compensation range on this listing represents UMB’s good faith and reasonable estimate based on its budget and what it expects to be the starting pay for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. Please see the description of benefits included with this job posting for additional information.

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.

Are you ready to be part of something more?
You're more than a means to an end—a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.

UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to [email protected] to let us know the nature of your request.

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