Ops Department Manager, Commercial Payments Servicing

• Monitor and manage day-to-day operational performance metrics, quality results, risk indicators, and client service outcomes while developing action plans to address gaps.
• Hire, mentor, and lead an inclusive, high-performing team across multiple sites; including meeting in-person with teams as needed.
• Lead change initiatives and support team members onsite through transitions.
• Design, implement, and test controls to ensure compliance with regulations and internal policies.
• Serve as a business leader on strategic projects or continuous improvement initiatives.
• Drive talent acquisition, performance management, workforce planning, employee engagement, and succession planning to support business objectives.
• Develop and maintain expertise in assigned products, operational processes, client servicing models, and industry regulations to effectively lead teams and support business objectives.
• Build and maintain strong relationships with internal and external partners/vendors; including in-person meetings as needed.
• Lead interactions with regulators and auditors to ensure that the department has a strong control environment related to compliance and risk.
• Supports the delivery of exceptional client experiences while balancing operational efficiency, risk management, and regulatory requirements.
• Identifies opportunities to leverage automation, digital capabilities, and emerging technologies to improve operational effectiveness and client outcomes.
• Performs additional duties, responsibilities and/or activities as assigned.
• 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’s clients and Key.

• Bachelor’s degree in business or related field, or equivalent experience (preferred)

• 3+ years of proven experience in leadership (required)
• Financial services or regulated industry experience (required)
• Familiarity with regulatory compliance, risk management, and financial performance oversight (preferred)
• Experience with KeyNavigator and Digital Banking platforms(preferred)

• Leads, develops, and inspires diverse teams through coaching, performance management, succession planning, and employee engagement initiatives.
• Promotes a proactive approach to identifying, assessing, and managing risks while encouraging transparency and accountability.
• Leverages data, technology, and process improvement methodologies to optimize performance, efficiency, quality, and client outcomes.
• Analyzes situations, evaluates options, and applies business knowledge to make informed, effective decisions.
• Clearly conveys and interprets information through verbal and written channels.
• Ability to lead teams through organizational, regulatory, and technology-driven change.
• Ability to communicate effectively with senior leaders, regulators, auditors, and external partners
• Balances concurrent projects and responsibilities.
• Anticipates, addresses, and resolves disagreements constructively.
• Works effectively cross functionally and promotes teamwork across departments to solve problems and meet goals.

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

• 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.

• Occasional travel including overnight stay.

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

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 a mobile environment.

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 HR_Compliance@keybank.com.