Lockbox Operations Process Manager

4 days ago

Manila, National Capital Region, Philippines Chase- Candidate Experience page Full time $60,000 - $80,000 per year

Join our team where you'll lead and inspire teams to excel in processing document transactions and remittances and where you'll utilize your expertise in operations management to optimize productivity, quality, and customer experience while fostering a collaborative and inclusive environment.

As a Lockbox Operations Process Manager within Receivables Operations team, you will manage the day-to-day operations and oversee a team 20-25 staff. You will excel in delegating tasks, managing conflicts, and enhancing the customer experience, all while fostering a culture of innovation and strategic thinking within your team. Your ability to build strong relationships with other operations departments will be key in researching and resolving inquiries. Additionally, you will lead or participate in projects that aim to enhance operations and elevate the customer experience, driving impactful change across the organization.

Job responsibilities

  • Provide overall supervision / leadership to the staff during their shift operating window. This would include monitoring and reporting site performance.
  • Review staffing and volume trends to ensure that optimal capacity plan is in place. 
  • Develop an environment of continuous focus on quantifiable productivity and quality. 
  • Review processes and performance with focus on improving departmental competency / performance rating. Identify business knowledge gaps and ensure everyone has ownership of deliverables. 
  • Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards. 
  • Develop and lead a team that is responsive to dynamic organizational and operational changes. Foster and champion High-Performance Culture where people are empowered to make decisions that affect their work/environment.

Required qualifications, capabilities, and skills

  • College Graduate or a minimum of 5+ years' experience in Operations with strong team management experience in similar environment. 
  • Excellent written & oral communication skills in English with strong Interpersonal skills to be able to communicate internally & externally and at all levels.
  • Proven leadership and people management skills.
  • Proven ability to build strong business relationships within the site and across the business. 
  • Ability to use proactive or creative problem-solving techniques, taking ownership of issues and having the determination to follow through & escalate issues as appropriate to solve business issues. 
  • Has acute client focus.
  • Strong PC, project management, and analytical skills. 
  • Working knowledge of Excel, PowerPoint, and Word.
  • Experience of working / partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met.
  • Willing to work on shifting schedule.

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