Operations Senior Section Manager (Commercial Core Client Services)

Location :

4224 Ridge Lea Road - Amherst, New York 14226

Job Brief :

Reporting to the Divisional Manager of Commercial Core Servicing, this position will oversee 15-20 operations professionals, who provide commercial servicing to our loan portfolio.

The loan portfolio primarily covers segments including; Key Private Banking / Wealth Management, Small Business, SBA, Middle Market, Asset Recovery and others.

We are seeking operational expertise to lead a team of operations professionals ensuring service delivery excellence for Key’s clients.

Delivers on successful outcomes of small to large scale continuous improvement or technology driven projects who can successfully lead change.

We are seeking an established leader with a proven track record of developing talent, hiring diverse professionals, and leading a high performing team, including mentoring and coaching.

Able to support team members across multiple sites.

Responsible for the day-to-day activities our commercial core servicing team while providing service excellence to achieve SLAs for internal partners and / or clients.

Proactively understand risk and implement and / or test procedural controls to ensure compliance with government regulations and bank policies, related to our servicing strategy.

May lead / manage financial performance that achieves financial commitments. Execute human capital decisions and projects to achieve the financial goals of the division.

Implements continuous improvement initiatives that tie to strategic objectives.

Essential Job Function :

• Selects, develops and leads teams of skilled, diverse and motivated servicing professionals in remote and on-site work environments while assisting in their career growth by empowering them to assume ownership of their team.
• Assumes a leadership role in identifying customer needs to better service internal and external clients within the framework of the team.
• The Manager leads by example" by consistently demonstrating the desired behaviors of team members and leaders.
• Utilize quality coaching techniques to promote team competencies and skills that contribute to the effective performance and overall success of the team.
• Incumbent facilitates the gathering of information, tools and resources necessary to team performance and works aggressively to eliminate barriers to team effectiveness.
• Monitors individual and team performance as it relates to client expectations on a continuing basis and ensures that performance information is readily available to the team(s).
• Implements new bank policies and procedures, assuring that appropriate training has occurred.
• Oversees daily activities for multiple commercial teams promoting overall quality control and ensuring that bank standards and policies are met.
• Ensures that exceptions and errors are addressed in a timely manner and that thorough follow up is accomplished.
• Organizes workflow and delegates workload to adhere to established service level agreements and provides quality customer service.
• Provides effective supervision through the practice of Key's personnel policies, positive coaching, and counseling techniques.
• Ensure proper communications dissemination to all affected areas within area of responsibility Department Manager, Process Liaison, Associates, Internal and External Clients
• Coordinates the selection, development, and leadership qualities of skilled and motivated servicing professionals assisting in their career growth by empowering them to assume ownership of their team
• Motivate and reinforce the team culture through effective communication
• Serve as a role model by demonstrating the desired behaviors of fully involved work team members and leaders
• Coach the teams to identify risk, trends and seek and implement solutions for service exceptions
• Ensure through role model behavior, coaching / training that we follow through in a consistent and timely manner
• Act as a buffer to outside influences that could prove detrimental to team effectiveness
• Assures timely implementation of new bank policies and procedures ensuring that the team has addressed all pertinent issues, including training
• Ensure that cross-site approval has been received for all policy / procedural changes
• Assist team in maintaining quality and quantity of production while working within the approved budget.
• Provides for individual and team growth through the practice of the bank’s personnel policies and positive coaching techniques
• Acts as a consultant to team(s) regarding business and personal issues
• Analyze and devise strategies to improve customer experience, reduce cycle type and improve efficiency.
• Accountable for achievement of all productivity, quality and service level goals by team members and self.
• Coach and develop teams to recognize and take advantage of opportunities to improve operational efficiency, reduce overhead and / or minimize turnover.

Required Qualifications :

• BS / BA in business-related field or equivalent work experience
• 5 or more years of management or leadership experience
• Regulatory compliance knowledge with respect to commercial loan requirements
• Advanced understanding of loan accounting systems
• Knowledge of commercial credit policies and products
• High degree of competence in reading and interpreting legal documents
• Advanced PC skills and ability to use MS Office Suite (Word, Excel, PowerPoint, Access, Teams)
• Proven experience leading change, influencing, and directing strategic initiatives
• Advanced problem-solving, strong written and oral communication skills
• Strong time-management and organization skills with proven experience driving high-quality results
• Strategic Decision Making demonstrates a thorough approach to decisions and efficiently obtains appropriate input before drawing conclusions
• Building Effective Teams blends people, creates strong morale, shares success, fosters open dialogue, holds people accountable and creates a sense of belonging
• Facilitates Change energizing and directing change needed to help KeyCorp remain competitive and vibrant
• Delegating Responsibility clearly delegates both routine and important tasks and decisions and broadly shares both responsibility and accountability
• Quality Orientation -seeks to achieve the highest quality standards and unprecedented results. Strives for ongoing improvements.
• Managerial Courage communicates candidly up and across the organization; provides current, direct, complete, and actionable positive and corrective feedback to others;

lets people know where they stand.

• Business Acumen knowledge in how the business works; BA / BS degree, preferable in a business-related field.
• Building Partnerships relates to others in an open and accepting manner; initiates and develops relationships with others as a key priority
• Managing and Measuring Work clearly assigns responsibility for tasks and decisions; sets clear objectives; measures and monitors process, performance, and results;

designs feedback loop into work

Ability to travel estimated at once per quarter.

Preferred Qualifications

Prior experience in a financial institution; project management experience across multiple initiatives

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.

As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $75,000 to $92,000 annually depending on job-related factors such as level of experience.

Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click for a list of benefits for which this position is eligible.

Please click for a list of benefits for which this position is eligible.

Job Posting Expiration Date : 06 / 07 / 2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing .