Lockbox Operations Assistant Site Manager

Job Overview:
The Service Delivery Assistant Site Manager position supports lockbox operations. As the second-in-command, this role partners closely with the Site Manager to oversee high-volume transaction processing, ensuring staffing, machine utilization, and workflows meet established SLAs with accuracy and compliance. This position provides daily guidance to frontline employees, assists with workflow management, and helps resolve operational issues in real time. This position also supports audits, reporting, and performance tracking, while stepping in as acting site leader when required to ensure continuity of operations. Regular interaction with both client representatives and internal leadership is expected to maintain strong relationships and deliver a high level of customer satisfaction.
Overall, Service Delivery Assistant Site Manager plays a key role in driving efficiency, accountability, and professionalism within lockbox operations while upholding SPS standards and client expectations.
Duties and Responsibilities:
Operations Leadership & Performance
• Support daily oversight of lockbox operations, ensuring timely processing of checks, remittances, and related transactions.
• Manage workflows and machine utilization to maximize efficiency in a 24-hour operation.
• Take ownership of assigned deliverables, driving them to completion and holding yourself accountable for results.
• Monitor metrics such as turnaround time (TAT), productivity, and error rates; escalate risks and drive corrective actions.
• Partner with the Site Manager to implement process improvements that reduce exceptions and improve straight-through processing.

Team Support & Development
• Provide daily direction, coaching, and performance feedback to team leads and staff.
• Assist with scheduling and workforce planning to align staffing with client volume demands, including weekend coverage.
• Reinforce a culture of accuracy, accountability, and teamwork in a high-volume environment.
• Help train and cross-train employees on lockbox processes, procedures, and compliance requirements.

Problem-Solving & Client Interaction
• Act as the primary decision-maker in the Site Manager’s absence, ensuring continuity of operations.
• Represent site leadership in internal and client meetings when delegated.
• Serve as a trusted partner to the Site Manager, taking ownership of delegated initiatives and delivering results without follow-up.

Compliance & Risk Management
• Ensure lockbox activities comply with all regulatory, security, and audit standards.
• Assist in conducting audits and implementing corrective actions to close gaps.
• Safeguard sensitive client and financial data in line with strict confidentiality requirements.
Competencies:
Core Competencies
• Results-Oriented: Consistently meets deadlines, SLAs, and quality standards while maintaining accountability for outcomes.
• Operational Excellence: Demonstrates a strong focus on accuracy, compliance, and efficiency in high-volume transactional environments.
• Analytical Thinking: Uses data, metrics, and performance trends to identify risks, solve problems, and implement improvements.
• Adaptability & Flexibility: Effectively adjusts to changing priorities, volumes, and client needs in a 24/7 lockbox operation.
• Communication Skills: Communicates clearly and professionally with team members, clients, and leadership, both verbally and in writing.
• Integrity & Confidentiality: Adheres to SPS policies, regulatory standards, and confidentiality requirements when handling sensitive financial data.

Leadership Competencies
• Leadership & Coaching: Provides clear direction, feedback, and support to staff, fostering a culture of teamwork and continuous improvement.
• Decision-Making: Exercises sound judgment and takes initiative when resolving operational issues or acting as site lead.
• Client-Focused: Maintains a strong commitment to customer satisfaction and building trusted client relationships.
• Collaboration: Partners effectively with cross-functional teams, leadership, and clients to drive shared goals.
• Process Improvement Mindset: Identifies opportunities to streamline workflows, reduce exceptions, and enhance service delivery.
Qualifications and Education Requirements:
• Bachelors Degree or equivalent required.
• Experience leading teams in high-volume, fast-paced environments.
• Strong ability to use data and metrics to drive operational success.
• Experience managing schedules, SLAs, and efficiency targets.
• Comfortable with standing, walking, and engaging in hands-on management throughout the day.
• Quick learner with a strong aptitude for picking up new processes and technologies.
• Previous supervisory experience, including coaching, mentoring, and providing performance feedback to staff.
• Demonstrated ability to problem-solve in real-time and make sound operational decisions.
• Strong organizational and time-management skills with the ability to prioritize competing demands.
• Excellent verbal and written communication skills, with the ability to interact effectively with staff, clients, and leadership.
• Familiarity with compliance standards, audits, or regulatory requirements in financial or transactional environments.
Physical Demands:
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some local travel is required for this position. Approximately up to 10%.

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.