Operations Section Manager, Commercial Credit Servicing

Commercial Servicing Team Leader

Join a dynamic Commercial Servicing team where strong leadership, operational excellence, and client service come together. This role leads and develops a team of commercial servicing professionals responsible for delivering accurate, timely, and high-quality support while managing risk and meeting critical service commitments. More than overseeing day-to-day operations, this leader will coach and develop talent, navigate complex servicing needs, drive continuous improvement, lead through change, and build strong partnerships across teams and locations. This is an exciting opportunity for a hands-on leader who enjoys developing people, solving problems, improving how work gets done, and making a meaningful impact on both the employee and client experience.

Essential Functions:

• Selects, develops and leads a team of skilled, inclusive 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.
• Provides effective supervision through the practice of Key's personnel policies.
• Utilize quality coaching techniques to promote team competencies and skills that contribute to the effective performance and overall success of the team.
• Act as a consultant to the team regarding business and personal circumstances.

Expected Leadership Behaviors

• This manager will lead by example, by consistently demonstrating the desired behaviors of team members and leaders.
• 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.
• Execute human capital decisions and projects to achieve the financial goals of the division.

Implementing Policies, Procedures and Training

• 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.

Managing Daily Operations, Workflow and SLA's

• Oversee daily activities for multiple commercial teams promoting overall quality control and ensuring that bank standards and policies are met.
• Organizes workflow and delegates workload to adhere to established service level agreements and provides quality customer service.
• Responsible for the day-to-day activities of a function/product within a defined area while providing service excellence to achieve SLAs for internal partners and/or customers.

Monitoring Productivity, Quality and Performance

• 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).
• Assist team in maintaining quality and quantity of production while working within the approved budget.
• Accountable for achievement of all productivity, quality and service level goals by team members and self.

Risk, Controls, Exceptions and Compliance

• Ensure that exceptions and errors are addressed in a timely manner and that thorough follow up is accomplished.
• Coach the team to identify risk, trends and seek and implement solutions for service exceptions.
• Proactively understand risk and implement and/or test procedural controls to ensure compliance with government regulations and bank policies.

Operational Efficiency and Continuous Improvement

• Analyze and devise strategies to improve customer experience, reduce cycle type and improve efficiency.
• Coach and develop teams to recognize and take advantage of opportunities to improve operational efficiency, reduce overhead and/or minimize turnover.
• Successfully implement projects or continuous improvement initiatives that tie to strategic objectives.

Customer/Client Service

• Assumes a leadership role in identifying customer needs to better service internal and external clients within the framework of the team.

Communication and Team Culture

• Ensure proper communications dissemination to all affected areas within area of responsibility Department Manager, Process Liaison, Associates, Internal and External Clients.
• Incumbent facilitates the gathering of information, tools and resources necessary to team performance and works aggressively to eliminate barriers to team effectiveness.
• Motivate and reinforce team culture through effective communication.
• Execute human capital decisions and projects to achieve the financial goals of the division.

Performs other duties as assigned; duties, responsibilities and/or activities may change, or new ones may be assigned at any time with or without notice.

Comply with all KeyBank policies and procedures, including without limitation, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key and its clients.

Education:

• BS/BA in business-related field (preferred) or equivalent work experience

Work Experience:

• 3+ years management/leadership/team lead experience, preferably within a commercial and/or operations function within financial services
• Advanced PC skills and ability to use MS Office Suite (Word, Excel, PowerPoint, Access, Teams)
• Knowledge of regulatory compliance with respect to commercial loan requirements
• Knowledge of commercial credit policies and products
• Functional knowledge of loan accounting systems (Loan IQ, CLS/CL3)
• High degree of competence in reading and interpreting legal documents
• Proven experience leading change, influencing, and directing strategic initiatives
• Prior experience in a financial institution; project management experience across multiple initiatives, preferred

Skills:

• Advanced Problem-Solving: Demonstrates the ability to evaluate complex issues, identify effective solutions, and resolve challenges.
• Written and Oral Communication: Communicates information clearly, professionally, and effectively in both written and verbal formats.
• Time Management and Organization: Organizes priorities and manages time effectively to consistently deliver 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: Energizes and directs the change needed to help KeyCorp remain competitive and vibrant.
• Delegating Responsibility: Clearly delegates both routine and important tasks and decisions and broadly shares responsibility and accountability.
• Quality Orientation: Seeks to achieve the highest quality standards and unprecedented results while striving for ongoing improvement.
• Managerial Courage: Communicates candidly up and across the organization; provides current, direct, complete, and actionable positive and corrective feedback; and lets people know where they stand.
• Business Acumen: Demonstrates knowledge of how the business works. A BA/BS degree, preferably in a business-related field, is desired.
• Building Partnerships: Relates to others in an open and accepting manner and prioritizes initiating and developing relationships.
• Managing and Measuring Work: Clearly assigns responsibility for tasks and decisions, sets clear objectives, measures and monitors processes, performance, and results, and designs feedback loops into the work.

Core Competencies:

• All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands:

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Work Location:

• Hybrid (2+ days in office)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $63,000.00 - $96,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

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

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in