Manager, Lockbox Operations

Lakewood, California
Sep 22, 2023
Oct 22, 2023
Full Time

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

Treasury is responsible for the cash and investment management activities of the AARP enterprise. This includes maintaining sufficient liquidity for operating needs, maximizing earnings on investments within policy guidelines and efficiently processing daily transactions.

The Manager, Lockbox Operations manages the Treasury Operations Center. Ensures documents, correspondence, and checks are processed in accordance with all service level requirements, document handling procedures and audit and financial controls. Monitors unit cost, service quality, productivity, and system performance. Forecasts expense and volume in accordance with the overall operational plan, always ensuring that service accuracy and timeliness service level goals are attained.


  • Manages the staff and daily production activities of the department including mail opening, payment processing, data capturing, correspondence scanning, error correction, appropriate resources allocation, setting and reviewing performance goals, and ensuring all client SLAs are met. Utilizes automated productivity dashboards to monitor performance throughout the day.
  • Oversees and directs daily activities of the standardized lockbox processing and research work to ensure accurate and timely completion based on internal policies, procedures and customer requirements.
  • Resolves operational and technical issues in a timely manner. Develops sound alternatives to mitigate risks associated with production issues. Networks within the organization in order to troubleshoot escalated issues and resolve them.
  • Oversees vendor related maintenance, servicing, and operational effectiveness of equipment to maximize utilization and output. Acts as a vendor liaison in resolving issues, escalates as necessary, and maintains logs of servicing and down times.
  • Maintains quality and personnel productivity standards, makes recommendations to improve operations and/or automate processes, and identifies expense reduction opportunities.
  • Ensures that the department is adequately staffed with properly trained personnel for efficient utilization of human resources during regular, seasonal, and peak periods of operation. Oversees expense and work volume levels closely.
  • Oversees and leads project teams, client projects, and other internal initiatives.


  • Position is located in the Lakewood, CA office. No remote work, onsite Mon - Fri.
  • Bachelor's degree or equivalent Business, Management or relevant work experience.
  • 5+ years of Operations Management experience in remittance or lockbox environment preferred. Detailed working knowledge of payment and information processing services and related regulatory issues.
  • Proven leadership skills with focus on scheduling, training, coaching and staff development.
  • Must have strong attention to detail and solid time management, organizational skills and project management experience.
  • Ability to appropriately respond under pressure and effectively multi-task in a fast-paced environment.

Additional Requirements

  • Regular and reliable job attendance
  • Effective verbal and written communication skills
  • Exhibit respect and understanding of others to maintain professional relationships
  • Independent judgement in evaluation options to make sound decisions
  • Ability to stand for long periods of time
  • Ability to operate high speed processing equipment
  • Ability to lift up to 50 pounds
  • Ability to work in an environment with loud processing equipment

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others. For this position, we anticipate offering a salary between $94,500.00 - $110,250.00 per year. This role is also eligible to participate in an annual incentive plan with a percentage up to 12%. Bonus eligibility is based on organization and individual performance

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.