Job Information
Eastern Bank Lockbox Operations Manager in Medford, Massachusetts
As an Operations Manager within Lockbox , you are a key member of the Operations division management team, responsible for the day-to-day production and workflow of Lockbox services. Prioritization and effectiveness, quality of work, and fostering a continuous improvement culture around both process and team member training. Assist in program testing, projects, reporting, and in ensuring client experience is delivered in accordance with regulation and service/control level standards.
Core Requirements : Lockbox servicing knowledge, Lockbox data requirements for accurate and complete core processing, full knowledge of Lockbox account documentation requirements for complete and accurate processing and recordkeeping, sound change management principles, account services and legal documentation knowledge as well as document exception tracking, workflow design principles, financial control management, use and leverage of key lockbox technologies. Administration of Key Performance Indicators and measurement and monitoring of the same. Effective management for staff alignment and development.
Specialized Focus Areas: Core platform functionality, Technology design flow, Disaster Recovery planning and testing, transactional integrity, regulatory requirements, resource allocation, data governance standards for critical and confidential data sets, and data integrity and quality control standards.
Responsibilities:
Primary lead for managing and directing the daily processing of the Lockbox work while utilizing the software and hardware equipment to ensure accurate and timely service in conformance with internal policies and procedures and customer requirements. Manage oversight of 3 shifts with proper execution and escalation standards.
Responsible for management activities designed to enhance transactional processing flows, increase productivity, and drive efficiency. Responsible for measurable continuous improvement efforts and effective change management. Concentration in workflow and monitoring and tracking tools to encapsulate data and documentation integrity throughout the lockbox payment, remittance, and billing cycle.
Responsible for developing and implementing operational procedures and policies. Manage day to day work queues. Implement and evaluate processes for accurate servicing and sound financial controls. Develop and distribute management level report to inform on Key Performance Indicators and Key Risk Indicators for a stable and strong environment.
Oversees staff coaching, development and training. Set staff goals and objects; evaluate performance; conduct effective 1:1 and team meetings. Staff training and cross training efforts. Instills customer service excellence standards and service levels. Managed staff resource allocation during peak/seasonal periods. Maintain alignment with both ERM and Audit activities.
Engaged manager with inter-divisional peer group interaction, such as, Treasury Services and Government banking and technology in order to evaluate processes in a holistic view. Other duties as assigned.
REQUIREMENTS :
Education and Experience
Education –College BS/BA or equivalent work experience.
Client services background/experience – Customer service excellence
Success Factors
Effective Communication, Management and Leadership qualities.
High speed transactional keying and balancing skills, aptitude for reconcilement.
Capable of proper documentation and change management standards.
Knowledge of Sox Controls or a Standardized Control framework.
Ability to showcase empathy, integrity, and accountability in day-to-day work and interactions.
Proficient in Microsoft Suite.
Data Extraction and Data Analysis capabilities.
Bonus Points for Candidates
Bank and or Lockbox related product and service knowledge.
Transaction processing and balancing.
At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.
Eastern Bank is an Equal Opportunity Employer of women, people of color, LGBTQIA+, religion, national origin, citizenship, neurodivergence, age, Veterans, individuals with disabilities, or any other characteristic protected by law.
At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.